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Comenity Bank

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Phone: (800) 675-5685 PO Box 182025, Columbus, OH 43218 http://www.comenity.net View Additional Web Addresses


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Description

The scope of this BBB Business Review concerns Comenity Bank, which processes credit card and billing account statements for many retail business clients nationwide.

Other BBBs maintain separate BBB Business Reviews on the businesses that are clients of Comenity Bank, concerning all of the products and services of those businesses, other than concerning processing of credit card billing account and lending matters.

Other BBB Business Reviews are available by searching at http://www.bbb.org/


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Comenity Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1587 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1587 complaints closed with BBB in last 3 years | 514 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 58
Billing/Collection Issues 1140
Delivery Issues 13
Guarantee/Warranty Issues 1
Problems with Product/Service 375
Total Closed Complaints 1587

Additional Complaint Information

BBB encourages consumers to contact Comenity first to try and resolve a complaint. 

Comenity Bank manages credit cards. Each credit card has its' own Customer Care number. To find the number you need, follow these steps:

1. Go to Comenity's website at http://www.comenity.net/comenity/ContactUs/

2.  Click on "Find the website and phone number here"

3. Type the store name (or program) displayed on your card or billing statement (may be on the back of your card).

4. Click on FIND.

The next screen shows you the Customer Care number and website associated with that credit card. 

Customer Reviews Summary Read customer reviews

245 Customer Reviews on Comenity Bank
Customer Experience Total Customer Reviews
Positive Experience 8
Neutral Experience 7
Negative Experience 230
Total Customer Reviews 245

Additional Information

BBB file opened: January 01, 1966 Business started: 05/01/1989 in OH Business started locally: 05/01/1989 Business incorporated 05/01/1989 in OH
Business Management
Ms. Melissa Sheese, Consumer Relations Manager Mr. John Alatsis, Director of Sales & Service Gail Merrick, Consumer Relations Specialist Mr. Jon Smith, Consumer Relations Specialist Supervisor
Contact Information
Principal: Ms. Melissa Sheese, Consumer Relations Manager
Customer Contact: Mr. Jon Smith, Consumer Relations Specialist Supervisor
Business Category

Credit Cards & Plans Banks

Alternate Business Names
Abercrombie & Fitch (credit accounts handled by Comenity Bank) Account Assure Plan Administrator American Home (credit accounts handled by Comenity Bank) American Home Furnishings (credit accounts handled by Comenity Bank) American Signature Furniture (credit accounts handled by Comenity Bank) American TV (credit accounts handled by Comenity Bank) American TV Commercial (Business credit accounts handled by Comenity Bank) Ames (credit accounts handled by Comenity Bank) Ann Taylor (credit accounts handled by Comenity Bank) Ann Taylor Loft (credit accounts handled by Comenity Bank) Appleseed (credit accounts handled by Comenity Bank) Appleseeds (credit accounts handled by Comenity Bank) Arhaus Furniture (credit accounts handled by Comenity Bank) Arizona Mail Order (AMO) (credit accounts handled by Comenity Bank) Ashley Stewart (credit accounts handled by Comenity Bank) Avenue, The (credit accounts handled by Comenity Bank) Bath & Body Works (credit accounts handled by Comenity Bank) Bealls (credit accounts handled by Comenity Bank) Bealls Florida (credit accounts handled by Comenity Bank) Bealls Outlet (credit accounts handled by Comenity Bank) Bedford Fair (credit accounts handled by Comenity Bank) Brownstone Studio (credit accounts handled by Comenity Bank) Brylane Home Catalog (Kitchen or Wishes) (Redcats) (credit accounts handled by Comenity Bank) Buckle (credit accounts handled by Comenity Bank) Burke's Outlet (credit accounts handled by Comenity Bank) C J Banks (credit accounts handled by Comenity Bank) Cacique (credit accounts handled by Comenity Bank) Carson Pirie Scott (credit accounts handled by Comenity Bank) Carter Lumber Commercial (Business Accounts) (credit accounts handled by Comenity Bank) Carter Lumber Retail (credit accounts handled by Comenity Bank) Catherine's (credit accounts handled by Comenity Bank) Chadwicks Catalog (Redcats USA) (credit accounts handled by Comenity Bank) Chamber Link Mastercard (credit accounts handled by Comenity Bank) Charming Shoppes (credit accounts handled by Comenity Bank) Christopher & Banks (credit accounts handled by Comenity Bank) Clark Oil (credit accounts handled by Comenity Bank) Coldwater Creek (credit accounts handled by Comenity Bank Columbian Emeralds / Dutyfree.com (credit accounts handled by Comenity Bank) Comenity Comenity LLC Cosmetic Credit (credit accounts handled by Comenity Bank) Crate & Barrell (credit accounts handled by Comenity Bank) Credo (credit accounts handled by Comenity Bank) Crescent Jewelers (credit accounts handled by Comenity Bank) Crosstown Traders (credit accounts handled by Comenity Bank) Cruise Mgmt Internatiional (credit accounts handled by Comenity Bank) Cruise One (credit accounts handled by Comenity Bank) Design Within Reach (credit accounts handled by Comenity Bank) Diamond Credit Pin (credit accounts handled by Comenity Bank) Domestications (credit accounts handled by Comenity Bank) Dots (credit accounts handled by Comenity Bank) Dress Barn Catalog (credit accounts handled by Comenity Bank) Dress Barn Retail (credit accounts handled by Comenity Bank) DSW (credit account handled by Comenity Bank Dunlap (credit accounts handled by Comenity Bank) Eddie Bauer (credit accounts handled by Comenity Bank) Elder Beerman (credit accounts handled by Comenity Bank) Erb Lumber (credit accounts handled by Comenity Bank) Express (credit accounts handled by Comenity Bank) Express / Express for Men (Structure) (credit accounts handled by Comenity Bank) Fashion Bug (credit accounts handled by Comenity Bank) Fina Commercial (credit accounts handled by Comenity Bank) Fina PLCC (credit accounts handled by Comenity Bank) Foot Action / Just for Feet / Footstar (credit accounts handled by Comenity Bank) Fortunoff (credit accounts handled by Comenity Bank) Friedman's Jeweler's (credit accounts handled by Comenity Bank) Fuel Rewards (credit accounts handled by Comenity Bank FullBeauty Brands (Credit accounts handled by Comenity Bank) Gander Mountain (Co-Brand) (credit accounts handled by Comenity Bank) Garden Ridge (credit accounts handled by Comenity Bank) Giant Eagle (credit accounts handled by Comenity Bank) Goody's (credit accounts handled by Comenity Bank) Gordman's (credit accounts handled by Comenity Bank) Grossmans (credit accounts handled by Comenity Bank) Harlem Furniture (credit accounts handled by Comenity Bank) Harrah's (credit accounts handled by Comenity Bank) Henri Bendel (credit accounts handled by Comenity Bank) Herbergers (credit accounts handled by Comenity Bank) Iddeal Jewelry (credit accounts handled by Comenity Bank) Ideal Image (credit accounts handled by Comenity Bank) International Male (Hanover) (credit accounts handled by Comenity Bank) Intimate Appeal (credit accounts handled by Comenity Bank) J. Crew (credit accounts handled by Comenity Bank) J. Crew Catalog (credit accounts handled by Comenity Bank) Jessica London Catalog (Redcats USA) (credit accounts handled by Comenity Bank) Justice (credit accounts handled by Comenity Bank) Kane / Savon Furniture (credit accounts handled by Comenity Bank) Kane Furniture (credit accounts handled by Comenity Bank) King Size / Big & Tall Catalog (Redcats USA) (credit accounts handled by Comenity Bank) La Redoute Catalog (Redcats USA) (credit accounts handled by Comenity Bank) Lane Bryant (credit accounts handled by Comenity Bank) Lane Bryant Retail (credit accounts handled by Comenity Bank) LaRedoute Credit/Billing Processing (credit accounts handled by Comenity Bank) Lerner Mail Order / Metrostyle Catalog (Redcats USA) (credit accounts handled by Comenity Bank) Lerner New York (credit accounts handled by Comenity Bank) Levin Furniture (credit accounts handled by Comenity Bank) Lew Magram (credit accounts handled by Comenity Bank) Limited Fashion Group (credit accounts handled by Comenity Bank) Limited Too (credit accounts handled by Comenity Bank) Little Switzerland (credit accounts handled by Comenity Bank) LoveLoft (credit card accounts handled by Comenity Bank) Marathon (credit accounts handled by Comenity Bank) Marathon Oil (credit accounts handled by Comenity Bank) Marrianne's (credit accounts handled by Comenity Bank) Mastercraft Interiors (credit accounts handled by Comenity Bank) Maurice's (credit accounts handled by Comenity Bank) Mayors (credit accounts handled by Comenity Bank) MedChoice (credit accounts handled by Comenity Bank) MedMoney (credit accounts handled by Comenity Bank) Meijer (credit accounts handled by Comenity Bank) Metrostyle (credit accounts handled by Comenity Bank) Microcenter (credit accounts handled by Comenity Bank) Microcenter / Winbooks (credit accounts handled by Comenity Bank) Monterey Bay (credit accounts handled by Comenity Bank) MY World MasterCard (credit accounts handled by Comenity Bank) MyPoints (credit accounts handled by Comenity Bank) New York & CO (Lerner New York) (credit accounts handled by Comenity Bank) Newport News (credit accounts handled by Comenity Bank) Newport News (Co-Brand) (credit accounts handled by Comenity Bank) NY & Company (Co-Brand) (credit accounts handled by Comenity Bank) Old Pueblo Traders (credit accounts handled by Comenity Bank) OneStopPlus.Com (credit accounts handled by Comenity Bank) Pac Sun (credit accounts handled by Comenity Bank) Pacific Sunwear (credit accounts handled by Comenity Bank) Palais Royal (credit accounts handled by Comenity Bank) Palm Beach Jewelry Pamida (credit accounts handled by Comenity Bank) Peebles (credit accounts handled by Comenity Bank) Pier 1 (credit accounts handled by Comenity Bank) Polo Ralph Lauren (credit accounts handled by Comenity Bank) Pottery Barn (credit accounts handled by Comenity Bank) Pottery Barn Kids (credit accounts handled by Comenity Bank) Reed's Jewelers (credit accounts handled by Comenity Bank) Reeds / Mills Jewelers (credit accounts handled by Comenity Bank) Restoration Hardware (credit accounts handled by Comenity Bank) Roamans / Intimate Promise Catalog (Redcats USA) (credit accounts handled by Comenity Bank) Room Place (credit accounts handled by Comenity Bank) Samuel's Jewelers (Schubach) (credit accounts handled by Comenity Bank) Saturday Night Live (credit accounts handled by Comenity Bank Serta (credit accounts held by Comenity Bank ) Service Rewards Visa (credit accounts handled by Comenity Bank) Sharper Image (credit accounts handled by Comenity Bank) Shop at Home (credit accounts handled by Comenity Bank) Shop NBC (credit accounts handled by Comenity Bank) Silhouettes (Hanover) (credit accounts handled by Comenity Bank) Spiegel (credit accounts handled by Comenity Bank) Sportsman's Guide (credit accounts handled by Comenity Bank) Springstone patient financing (credit accounts handled by Comenity Bank) Stage Stores (credit accounts handled by Comenity Bank) Steinbach (credit accounts handled by Comenity Bank) Structure (credit accounts handled by Comenity Bank) Sue Brett Credit/Billing Processing (credit accounts handled by Comenity Bank) Talbot's (credit accounts handled by Comenity Bank) The Buckle (credit accounts handled by Comenity Bank) The Company Kids (Hanover) (credit accounts handled by Comenity Bank) The Company Store (Hanover) (credit accounts handled by Comenity Bank) The Limited (credit accounts handled by Comenity Bank) The Sports Authority (TSA) (credit accounts handled by Comenity Bank) Today's Man (credit accounts handled by Comenity Bank) Torrid (credit accounts handled by Comenity Bank) Total Rewards (credit accounts handled by Comenity Bank Trek Bikes (credit accounts handled by Comenity Bank) Under Gear (credit accounts handled by Comenity Bank) United Consumer's Club (credit accounts handled by Comenity Bank) Utango (credit accounts handled by Comenity Bank) Victoria's Secret Direct - Catalog (credit accounts handled by Comenity Bank) Victoria's Secret Stores (credit accounts handled by Comenity Bank) Virgin American (credit accounts handled by Comenity Bank) Wayfair (credit accounts handled by Comenity Bank) West Building Material (credit accounts handled by Comenity Bank) West Elm (credit accounts handled by Comenity Bank) Westgate Resorts (credit accounts handled by Comenity Bank) WFNB WFNNB Wickes Lumber (credit accounts handled by Comenity Bank) Winbook (credit accounts handled by Comenity Bank) Woman Within (credit accounts handled by Comenity Bank) Woman's Apparel Group (credit accounts handled by Comenity Bank) Woodcraft Catalog (credit accounts handled by Comenity Bank) World Financial Network Bank World Financial Network Bank (WFNNB), A Comenity Company World Financial Network National Bank World Master Card (credit accounts handled by Comenity Bank) Younkers (credit accounts handled by Comenity Bank) Z Gallerie (credit accounts handled by Comenity Bank)
Additional Information

Because the company processes consumer credit card accounts and billing statements for many retail stores and businesses, the company advised in a letter to the BBB that an account number is necessary to address communication from our BBB in a timely manner. Therefore, we suggest that if you are filing correspondence with our office concerning this company, that you include your complete name and mailing address, the merchant's name, and the account number.

Company advises if consumers are attempting to reach Customer Service, check the number on the back of their card for the appropriate number for that client.  

Business Management

Comenity Bank, which formerly did business as World Financial Network Bank, and Comenity Capital Bank, which formerly did business as World Capital Bank, are wholly-owned subsidiaries of  Alliance Data Systems, and BBB maintains separate reports on these 3 entities which are available at these links:


Industry Tips
Credit - BBB General Statement For All Debt, Credit TOBs Credit Cards - Choosing & Using Credit - FTC Tips

Customer Review Rating plus BBB Rating Summary

Comenity Bank has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 182025

    Columbus, OH 43218

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2987

    Mission, KS 66201

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 29216

    Mission, KS 66201

  • THIS LOCATION IS NOT BBB ACCREDITED

    8035 Quivira Rd Ste 100

    Lenexa, KS 66215

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 659728

    San Antonio, TX 78265

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 659728

    San Antonio, TX 78265

  • THIS LOCATION IS NOT BBB ACCREDITED

    995 W.122nd Ave.

    Westminster, CO 80234

  • THIS LOCATION IS NOT BBB ACCREDITED

    Po Box 330064

    Northglenn, CO 80233

  • THIS LOCATION IS NOT BBB ACCREDITED

    Po Box 330066

    Northglenn, CO 80233

  • THIS LOCATION IS NOT BBB ACCREDITED

    Po Box 337001

    Northglenn, CO 80233

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 337003

    Denver, CO 80233

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 337006

    Northglen, CO 80233

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 64

    Jacksonville, TX 75766

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I GOT A SET OF HEARING AIDS FROM MIRACLE EAR,WITH A 30 DAY MONEY BACK GUARANTEE I KEPT THEM 28 DAYS THEY WERE ADJUSTED 4 TIMES AND STILL NOT RIGHT SO I TOOK THEM BACK AND GOT A REFUND SHEET WITH SERIAL # ON THEM THIS BANK IS STILL TRYING TO MAKE ME PAY FOR THEM ,I ALSO SENT THEM, A COPY OF THE PAPER SHOWING THE RETURN CAN YOU HELP I ONLY WANT THIS OFF MY CREDIT AS NOT TO LEAVE NEGATIVE MARK ON MY CREDIT

Desired Settlement: ONLY WANT IT OFF MY CREDIT REPORT

Business Response:

Dear Mr* *******

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced
credit account. Comenity Capital Bank issues HealthiPland credit accounts, and we are here to assist
you with all account-related questions. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you purchased a set of hearing aids from Miracle Ear with a 30-
day money back guarantee. You state that you returned the hearing aids on the 28th day of the trial
period, and at that time, you received a refund sheet with a serial number for the return. We further
understand that the returned credit has not been applied to your HeaYhiPlan@ credit account. You would
like the credit to be applied to the account with no delinquencies reporled to the credit bureaus.
Please note that Comenity Capital Bank and Miracle Ear are two separate entities. The Bank is
responsible for addressing questions related to the credit card account, while Miracle Ear is responsible
for handling matters related to sales, merchandise processing, and returns.

On your behalf, we contacted Miracle Ear, and their records indicate that a credit, in the amount of
$3,930.00, was issued to the above-noted account on January 18, 2016, for the returned merchandise.
Please note, as outlined in the Purchase Agreement, under the section titled 30-Day Money Back Trial
Period, it states in the event of any cancellation and/or return, the merchant will retain a sum equal to
15% of the invoiced purchase price. According to Miracle Ear, this fee of $480.00 is based on the last
pair of hearing aids purchased. Enclosed, please find a copy of the Purchase Agreement, and Purchase
Summary, for your review.

Although there were no billing errors on behalf of the Bank, we have issued credits totaling $145.23 for
the previoGsly assessed finance charges and late fees. As of the date of this letter, the account balance
is $480.00.


Comenity Capital Bank reports the same information to each of the national credit-reporting agencies. A
recent review of the information reporting in regard to your HealthiPlanQ account did indicate a
discrepancy. Please be assured that the credit-reporting agencies have been notified of the changes that
need to be made. Please allow 45 days for the agencies to update their records.

We hope you have found this information helphh. If you have any further questions, please contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely, 

Diamond L***

Consumer Response:

I do not agree with this at all. This $480.00 charge is a surprise. I was told I would be refunded 100% if not completely satisfied by Mr. Justin Stewart at Miracle Ear in Shreveport/Bossier City, La.

I don't feel that I owe $480.00 considering the emotional distress and expenses of the trip to try to get them adjusted. Never worked. I am 100% dissatisfied with the product. That is why I returned them within the time alloted.

Thank you for your time and consideration.

******* ******

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have received numerous phone calls from this company. I receive these calls everyday and I don't even have an account with them. I work night shifts so when I answer the phone and advise that the person they are asking for is unavailable that should be enough but yet the calls continue. I have a print out of my call log and screen shots of my caller ID showing the back to back calls in which I have already answered.

Desired Settlement: This company should not harass anyone once they have been advised if the person they are calling for is available or unavailable. Also verify if the phone number given belongs to the person they are calling for. Please stop calling my residence since there is not any communication to reflect when a call has been made and a response has been given. If this does not stop a lawsuit shall be filed.

Business Response:

Dear Ms. *****

Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and are
here to help with your questions. The Better Business Bureau forwarded your complaint to my
attention, and I appreciate the opportunity to respond to your concerns.


Please accept our deepest apology for any frustration that you may have experienced regarding
the telephone calls that you have received from Comenity Bank. Please be advised that the
telephone calls being made were attempts to contact a customer regarding a personal business
matter. Please be assured that we have updated our records, and you should not receive any
further telephone calls at the telephone number ending in **** from Comenity Bank.


We hope you find this information helpful. If you have any additional questions or concerns
please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will
be happy to assist you.


Sincerely,
Amanda R**

Consumer Response:

Hello,I received a letter from the company which I had a complaint against and was informed that I would not receive any more phone calls from said company as of 2-5-2016. I have received phone calls daily. I understandthat they are trying to reach someone for a debt but the nonstop callsafter they have been advised that the party is not available is irritatingto say the least. If I choose not to answer the phone they choose not toleave a message, rather just continuously call. I will attach a copy of the letter showing that no phone calls from Comenity bank should be received at my phone number ending in*** ** I will also try to attach pictures of my caller ID to show the continued phone calls. If the company calls from the same number on different days it simply updates to the last incoming/most recent call, however the calls are continuous and on a daily basis.Thank you******** ****

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is about the above credit card CB/VICSCRT have being on my credit since August 2015 which am not awared of this credit card with such name. I want to know if this is a fraud and how did they get my information.

Desired Settlement: My fair resolution would be this credit card be dispute off my credit because it also messing with with credit score and I want to know if I can make further action against them.

Business Response:

Dear ******** *****:

Thank you for contacting Comenity Bank regarding the above-referenced account. As the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questions. Your complaint, submitted to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that you do not recognize this credit card account, as it appears on your credit report, and you want to know if the account was opened fraudulently. Please be assured that we reviewed our records and we are happy to share our findings with you.

Bank records indicate that the Victoria’s Secret/PINK account was opened in your name on August 18, 2012, via Victoria’s Secret store #****; location: **** ***** ****** ******** *** *****. The account was never used for purchases and has a zero balance. However, the account still reflected as open in our records.

Oftentimes, when shopping in the store, you will be asked if you would like to open a credit card account in order to save a percentage off of your first purchase. We sincerely apologize for any confusion or inconvenience you have experienced as a result of this matter.

Please be assured that we have closed the Victoria’s Secret/PINK account. Additionally, we sent notification to the national credit-reporting agencies with instructions to delete the account, in its entirety, from your credit file. Please allow the credit-reporting agencies 45 days to update their records.

If you believe that you are a victim of fraud, we strongly encourage you to contact the credit-reporting agencies to place a fraud alert on your credit file. They can be reached using the following information.

Again, we apologize for the inconvenience and we hope this information is helpful. If you have any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Shawnda Y****

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I opened a credit account with Comenity to purchase a Serta Mattress in February 2015. I never received my mattress so I asked the bank to dispute the charges. I was issued a provisional credit in April for 6121.78. In May 2015 Comenity issued me a Serta Return for 5104.19 and a second Serta Return credit for 5104.19. My balance was -10,181.38 and Comenity asked for my checking account number to transfer the credit to me. I did not give them my bank account number.

In June 2015 Comenity reversed the provisional credit of 6121.78, which left a -4,059.60 balance in my account. Again Comenity asked for my checking account number to transfer the funds to my bank. I did not give them my bank account number again.

In July 2015 Comenity said "an error was identified" and charged my account 5104.19 as a "misposted return" and my balance was now 1044.59. I late found out this was a charge from Serta for returning a mattress I never received back in February 2015.

August through the present I have been charged late fees so my balance with Comenity is 1174.99. I am unable to secure a new mortgage because of the negative marks on my credit reports from Comenity Bank. I do not owe this money for their negligence. I have called several times to try and settle the matter. I have written a letter, per their request, with copies of statements, explaining why I do not owe this money.

Desired Settlement: I would like my credit reports to be cleared of this debt. I would like a full refund in the amount of my most current statement, 1174.99. I would entertain the idea of settling with Comenity for a much smaller amount if it means clearing up my credit quickly. I would agree to $100, if I can get proof of them removing the derogatory marks from my credit.

Business Response:

Dear Mr. *******

Thank you for contacting the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues your iComfort® by Serta® credit card account and we are here to assist with your account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your correspondence that you have concerns regarding the balance on your account in regard to merchandise that you did not receive and the credit that was posted to your account.  Additionally, you have concerns regarding the impact this matter is having on your credit report.  We apologize for any inconvenience or frustration this matter may have caused you.

After a review of your account, we show that you previously disputed this balance and we sent a response asking that you contact Serta directly. We have enclosed our previous responses for your records.

On your behalf, we  contacted Serta and have been advised that the balance owed is valid. I have enclosed a copy of the terms and conditions of purchase that they have provided.

Please note, Comenity Capital Bank and iComfort® by Serta® are separate companies.  The Bank issues and is responsible for addressing questions related to your iComfort® by Serta® credit card account. iComfort® by Serta® is responsible for handling matters related to sales, merchandise processing, returns and shipping.

As your concerns are not with Comenity Capital Bank, we recommend you forward your letter to the corporate office of iComfort® by Serta®. They may be reached using the following information; *************

Please be advised that based on the terms of purchase and cancellations, we find the account balance to be valid; therefore, the information reported regarding the account will not be changed or deleted.

We hope you find this information to be helpful.  Should you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Justina M********

2/7/2016 Billing/Collection Issues
2/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 13, 2014, I contacted Comenity Bank via telephone to inquire about inaccurate charges on my account. I spoke with a representative  and he determined that the exchange transaction on June 26, 2014, was missing from my active account. This transaction resulted in a $50.00 credit. When the credit was not processed, my account showed a past due balance of $39.25 when there should be a credit of $12.25. ***** stated that he would submit the dispute for me and that Comenity Bank would pull the missing transaction and apply the appropriate credits to my active account. On September 1, 2014, I received a letter from Comenity Bank, dated August 14, 2014, simultaneously stating that they need a copy of the receipt and they are filing the dispute as completed. The letter states, "Because we are a credit card institution, we do not have information regarding LOFT retail stores, merchandise, in-store credits, gift cards, returns/exchanges, promotional sales, and discounts on their merchandise." However, when the transaction is processed through Comenity Bank, e.g. Ann Taylor Loft, it is a reasonable expectation that Comenity Bank has the requisite information to promptly process and apply the credit to my active account.

Desired Settlement: Comenity Bank will adjust my active LOFT account to reflect the $50.00 credit as a result of transaction #5885. Comenity Bank will reimburse any late fees and any accrued interest expense as a result of the misapplication of this transaction. Finally, Comenity Bank will correct any inaccurate credit agency reports as a result of the misapplication of this transaction.

Business Response: Thank you for your complaint regarding the above-referenced accounts.  Comenity Bank issues LOFT credit cards and LOFT MasterCard accounts, and we are here to help with your account-related questions.  Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to address your concerns. 

In the complaint, you stated an exchange transaction on June 26, 2014, was missing from your active account.  This transaction resulted in a $50.00 credit, and when the credit was not processed, the account showed a past due balance of $39.25.  In addition, you request to be reimbursed for any late fees and accrued interest, and that we correct any inaccurate information reported to the credit agencies. 

Our records indicate on April 17, 2010, the LOFT credit card account was opened.  On January 27, 2014, the account was closed.  

On May 23, 2012, the LOFT MasterCard account was opened.  The account is currently open and active.

When we researched our records, we found that the $39.50 purchase, and the $89.50 credit, were applied to the LOFT credit card account in error, on July 10, 2014.

The purchase for $39.50, and the return for $89.50, were part of an exchange.  Although, the statement lists both transactions separately, the invoice with the exchange would have shown the difference of a credit balance for $50.00. 

To correct the error, we transferred the $50.00 credit to your LOFT MasterCard account and adjusted any related charges and/or fees accordingly. 

Please be assured that the LOFT credit card account has a zero balance, and the LOFT MasterCard account has a credit balance of $12.25.

Additionally, both accounts are in good standing, and no negative payment information was reported to the national credit-reporting agencies because of this issue.

We value you as a customer, and we sincerely apologize for any confusion or frustration this situation may have caused you.  We hope this information is helpful.  Should you have any further questions or concerns regarding this situation, please contact me directly at (800) 675-5685, ext. 7293112 (TDD/TTY (800) 695-1788); I will be happy to assist you.

Consumer Response: I have reviewed the response made by the business and find that this resolution is satisfactory to me.

2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear BBB and Victoria Secret Stafs , On August 17,2015,it was the my due date of my credit card of the amount $115,.00 I did made a late payment , so They charged me the late fee. However ,I did called Victoria Secret Credit card to waive the fee for the coutersy of the first time , but I call in as of the matter of the timing of calling to waive the late fee on 10-28-2015 instead of sooner, so Victoria Secret tried to charge me a late fee over my old waived late fee. I also made a second purchase , then returned all,except one item, then I did make that payment by due date of $37.50. Two those puchases above had paid in full , except the late fee. I am feeling unfair and I would not pay of charging late fee on waived agreement of late fee on 10-28-2015.Of the total two time charging of the late fee as of $ $87.59 I ill be greatly appreciate attention from BBB Staff and Victoria Secret to help me to solve this dispute of late fee payment as of humanity , and the beauty of hearts when doing business, especially Victoria should have earn business by their products then go after late fee for their business

Desired Settlement: Two times purchases had paid in full, so please waive to take aways all the late fee . Thank you for your time for me.

Business Response:

Thank you for contacting Comenity Bank. As the bank that issues Victoria’s Secret/PINK credit card accounts, we respond to all account-related inquiries. Your complaint, submitted to the Better Business Bureau, was forwarded to my attention for review. I appreciate the opportunity to assist you.


We understand your concerns regarding the outstanding balance on the above-noted account. We also understand your request to have all the late fees credited to your account. We apologize for any confusion you may have experienced.


Our research indicates that you made a purchase, in the amount of $274.65 on June 29, 2015; returning items on July 22, 2015, totaling $159.65. A new purchase, in the amount of $37.52 was charged to the account on August 6, 2015, and you had a minimum payment of $25.00 due by August 17, 2015. Payment was not received by the due date; as such, the account was assessed a late fee and finance charge.


On August 29, 2015, we received payment of $115.00, and an additional payment of $37.50 on September 11, 2015.


A statement was issued on September 21, 2015, and the account required a minimum payment of $25.00 due by October 17, 2015. As no payment was made, the account was assessed a late fee and finance charge.


A statement was issued on October 22, 2015, and the account required a minimum payment of $30.00 due by November 17, 2015. As no payment was made, the account was assessed a late fee and finance charge.


You contacted the Bank on October 28, 2015, and as a courtesy, the account was credited one $25.00 late fee, which meant you still had to pay the remaining balance of $30.59. As payment was not received, the account was assessed a late fee and a finance charge.


You made contact with the Bank again on November 24, 2015, and as an additional courtesy, the account was credited for a late fee of $30.00. However, as you remained responsible for the remaining balance and payment was not received, the account was assessed a late fee and finance charge.


As explained above and reflected on the enclosed statements, the Bank received payments after the payment due date, resulting in late fees and finance charges; pursuant to the terms and conditions outlined in the Credit Card Agreement (CCA). Although there were no Bank errors, in the interest of customer service, we have issued credits totaling $67.59 to remove the remaining balance.


We hope you find this information to be helpful. If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

 

Consumer Response: Snow Barker

Good morning BBB and Victoria Secret Staff,
      I did make a payment of the amount $115.00 on August29,2015. It was late payment when due date was on August 17,2015. Then the first late fee was courtesy waived, but Victoria Secret still charge me another late fee on the waive late fee on 10,28,2015. So far I did not agree to pay a late fee charge on top another late fee. , but I did pay in full two purchases . 
       The second purchase, then I made a return , and it 's balance was $37.50. I make that paymant intime on 9-11-2015 , while due date was 9-17-2015.
       Please find the copied receipts enclosed , files attached and  help me to cancel all late fee.Thank you very much for your full attention while waiting for your response
                            Sincerely,
                   

Business Response:

Thank you for your additional complaint, submitted to the Better Business Bureau, regarding the above-noted account. Comenity Bank issues Victoria’s Secret/PINK credit card accounts, and we respond to all account-related inquiries. I appreciate the opportunity to assist you.


We understand your concerns regarding the late fees previously assessed to the account, and that you are requesting all late fees be waived.


Please be assured that all late fees were credited to your account on January 16, 2016. As of today’s date, the account has a zero balance.


I apologize for any confusion this matter may have caused you, and I hope you find this information to be helpful. If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.


Sincerely,

2/3/2016 Problems with Product/Service
2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ******* ******* and I am 72 yrs old. I placed an order with Roaman's catalog who is backed by Comeity Bank. I returned my order except 1 item. I returned the items on 8/17/15 and used their return label. I also have the tracking number. I have spoken with Roaman's representative several times and they still have not resolved the issue. My acct # ********* with them. I have also spoken twice with representatives of Comeity Bank and explained that I returned the items and have not been credited, but they continue to call and harass me. I believe that they are harassing me because of my age. I would appreciate it if you could assist me with resolving this issue. I have returned all the items except 1 which I did make a payment on. I do not know why they are disregarding me. I would be so thankful for any help that you could give me. If you need to contact me, please reach me at ###-###-####. Sincerely ******* *******

Desired Settlement: I would like a credit for all the items that I returned .

Business Response:

Dear Ms. ********

We received your additional complaint, addressed to the Better Business Bureau, regarding the
account referenced above. Comenity Bank issues Roaman'& credit card acmunts. and we are
here to assist you with all account-related questions or concerns. I appreciate the opportunity to
respond to your concerns.

We understand from your complaint that you placed an order with Roaman's catalog, and you
returned your order, except one item. You have spoken to Roaman's representatives but the
issue still remains unresolved. Yw state Cornenity Bank is calling and harassing you, which
you believe is because of your age. You would like credit for all of the items you retuned.

Please be advised, when the Bank's records show an account as delinquent, the Bank will
make attempts to contact you regarding the status of the account. Due to potential negative
ramifications for our customers if an account remains delinquent, Comenity Bank may call you
until our attempt to communicate is successful. The Bank will make separate attempts for each
account that is delinquent.

We are sorry you feel you have been discriminated against. Please be assured Comenity Bank
does not discriminate on any prohibited basis.

Please understand that Cornenity Bank and Roaman's are two separate entities. Comenity
Bank is responsible for addressing questions related to Roaman's@ credit card accounts, while
Roaman's is responsible for handling matters related to sales, merchandise processing, returns,
shipping, and rnerchandise quality.

Additionally. When a customer orders rnerchandise from Roaman's, the account is charged for
the cost of the merchandise, sales tax (if applicable), and shipping and handling. When the
merchandise is returned, the account is credited for the merchandise and the applicable sales
tax. Roaman's does not refund shipping and handling charges. in addition, if the provided
return label is used to return the package, the return label fee is charged to the Roaman's@
account.

Bank records indicate a billing statement was sent to you on August 7, 2015. This billing
statement included two Roaman's purchases that were ordered on August 2, 2015, and
processed to your account on August 4.2015.


The fira purchase was processed for a total of $145.93 and from this order you returned every
item, except a "black cardigan". A return credit was processed to your account on August 28,
2015. totaling $109.95.

The second purchase was processed for a total of $105.96 and you returned every item from
this order. A return credit was processed to your account on August 25. 2015, totaling $91.97.

On August 25, 2015, there was also an additional charge of $7.50 for using the return label.
After these credits were processed. a statement was sent on September 6. 2015, for the
remaining balance of $61.48, with a minimum of $20.00, due by October 2, 2015. This balance
consisted of the "black cardigan", shipping and handling fees, and the return label fee.

A statement was sent on October 7, 2015. This statement reflected your payment of $20.00.
which was received on September 24, 2015. This statement also showed a remaining balance
of $43.48, with a minimum of $20.00, due by November 2,2015.

Billing statements are being issued monthly to the above address. As no payments have been
received since September 24, 2015, late fees and finance charges were assessed to the
account, pursuant to the guidelines of the Credit Card Agreement.

Although there were no bank errors found, in the interest of customer service, we have issued
credits totaling $124.76 to remove the fees that were assessed to your account. As of the date
of this letter, your current balance is $0.00.

Please be assured, notification has been sent to the national credit-reporting agencies with
instructions to delete the negative payment information from your crecit bureau report regarding
the Roaman's@ account for the months of December 2015 and January 2016. Please allow 45
days for the credit bureaus to update their records.

You are a valued customer and we apologize for any confusion or frustration this matter has
caused you. Should you have any further questions regarding your account, please contact me
at ###-###-####, ext. ******* (TDD/TlTY ###-###-####). I will be happy to assist you.

Sincerely,
Amanda R**

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had Fashion bug credit card, Roamans, and women within account. Made payments on line. They withdrew from my checking account. I have $190. in excess that was withdrawn but not applied to any of my accounts. When I contacted them I was told to put it in writing. I tried 3 times to dispute. Sent copies of my statements, one time was told I had 2 woman within accounts so one was closed. Another time I was told "records indicate payment $20.32 inteded for and posted to another customer's account with same mailing address as yours, unwilling to move payment to your account". Would not let me talk to supervisor on telephone told to put it in writing.

Desired Settlement: If my statement shows money withdrawn but none of my accounts has that amount posted where did it go? ALso if there is another account with my address ?? that sounds fishy.

Business Response:

Dear Ms. ********

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced accounts.  Comenity Bank issues Roaman’s®, Woman Within®, and previously issued Fashion Bug credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you have Fashion Bug, Roaman’s®, and Women Within® accounts, and you make your payments online.  You indicate that you have $190.32 in excess that was withdrawn from your bank account that was not applied to the accounts mentioned above. 

Additionally, we understand that you have filed several disputes regarding this matter and were advised that there were two Woman Within® accounts in our system, and a payment of $20.32 was applied to another account with the same address as above.  You are requesting that the Bank assist you in finding what account the payments were applied to.  I am happy to share my findings.

I tried to reach you via the telephone number ending in 4686 to discuss this matter with you, on January 14, 2016; my attempt was unsuccessful.

After reviewing the accounts referenced above, our records indicate a payment in the amount of $20.00 debited from your bank account on May 12, 2015, and posted to the Roaman’s® ending in 5460, this payment was completed online via the Bank’s account center.  Additionally, the account has a zero balance and was closed per your request, on December 17, 2015.

The Fashion Bug account ending in 2994 has a zero balance and per your request the account was closed on December 17, 2015.

The Woman Within® account ending in 2403 has a zero balance and per your request was closed on December 17, 2015.

The Woman Within® account ending in 2387 was closed as a duplicate account on June 15, 2015.

The remaining payments in question, totaling the amount of $170.32, which were debited from your bank account, were applied to another account with the same address as above.

Please call me directly at the telephone number listed below to discuss this matter.  I am in the office from 7am until 3:30pm Eastern Time.  I look forward to speaking with you.

I hope you find this information helpful, and I sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your accounts, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                            

Renee S****

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 7 2015 I made a payment to Meijer credit card in the amount of 573.19 but account was not credited the amount. I sent comenity bank my bank statement with the amount withdrawn and they ask for more information So I sent a letter from my bank stating the amount that was withdrawn. This was not enough for them they needed orgin of receipt So again I sent a letter from bank and stating the amount withdrawn and attached another letter stating that they will not do origin of receipt that my bank statement showing the amount withdrawn and who it was payable to was enough. I sent this information numerous times to no avail.

Desired Settlement: I would like my bill adjusted to reflect the amount paid.

Business Response:

Dear Mr. *******

Thank you for your complaint, addressed to the Better Business Bureau, regarding the abovenoted
account. Comenity Bank issues Meijer credit card accounts and we respond to all account-related questions.

Your complaint was forwarded to my attention, and I appreciate this
opportunity to assist you.

Your complaint indicates that you submitted a payment in the amount of $573.19 on July 7,
2015, and this payment never posted to your Meijer credit card account. You further indicate
that you have submitted ail the documentation that has been requested and still the payment
has not posted to your account. We apologize for any inconvenience or misunderstanding you
may have experienced regarding this matter.

Bank records indicate a response was mailed to you on August 20, 2015, requesting additional
information to locate your payment. I have attached a copy of this letter for your records.
Please refer to the letter and provide the appropriate information in order to locate your
payment.

We hope you find thjs information to be helpful. If you have any additional questions or
concerns, please contact me directly at ###-###-####, ext. ******* (TDD/TTY #########).

Sincerely,
Rosa M******

Consumer Response: August was not last time I contacted you about the situation. I responded to that request for information with two letters from my bank in September. I have attached those letter again

Regards, ***** ******

Business Response:
Deaf Mr. *******

Thank you for your additional complaint, addressed to the Better Business Bureau, regarding
the above-noted account. Comenity Bank issues Meijer credit card accounts and we respond to
all account-related questions. Your complaint was forwarded to my attention, and I appreciate
this opportunity to assist you.

Your complaint indicates you are rejecting my response because you have submitted two letters
from your Bank in September providing information regarding your payment. We apologize for
any inconvenience or misunderstanding you may have experienced regarding this matter.
The letter dated August 20, 2015, was included with my previous response because it details
the information we need in order to locate your missing payment. We appreciate the letters
from your bank; however, we are not able to research the payment with a copy of your bank
statement.

Please be advised, in the interest of customer service, a credit in the amount of $781.65 has
been issued to your account, to remove the remaining balance. Please be assured we have
instructed the national credit-reporting agencies to remove the delinquencies that were reported
for September through December 2015, from your credit file. Please allow 45 days for the
credit-reporting agencies to update their information.

We hope you find this informatttion to be helpful. If you have any additional questions or
concerns, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).

Sincerely,

Rosa M******

1/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On may 18th, 2013 I went into goody's (******* **) to purchase some clothes and after my purchase the lady asked me did I want a goody's card and I said yes "IF I DIDN'T HAVE
TO PAY ANY INTEREST BY NOT USING THE CARD" and she said no. The contract I was signing was for the purchase ofbuying clothes only. I never used the card to purchase
anything or any items in the store. With my knowledge knowing I did not sign for any magazines what so ever. The clerk asked me did I want magazines and I told her I didn't want anything that
I have to pay for but the clothes I purchased at the time and that's it. I stopped by and talk to ****** ***** ******** of Goody's in ******* ** and he gave me a number to call ##########and I spoke with ********* ******* and she said my account was cleared. I was directed to call the number for the magazine "that I didn't apply for" and I never got through to
talk to anybody about my situation. I have nothing against the store but I have a issue with them saying I purchased items with that card and it has never been used to purchase clothes nor
magazines. There are other people that I have conversed with that say they are having this same issue with this Goody's in ******* ** and I would like to see these issues get corrected. See attached.

Desired Settlement: For my account to be cleared and a mailed statement showing my debt is cleared to zero. See attached.

Business Response:

Dear Mr. *******

Thank you for contacting Comenity Bank, regarding the above-referenced account. As the bank that
issues Goodys credit card accounts, we are here to assist with all account-related questions. Your
complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the
opportunity to respond to your concerns.

Your complaint states that while shopping at the Goodys retail store on May 18, 2013, a store associate
asked if you would like to open a Goodys credit card account, in which you replied, yes, If you did not
have to pay interest when not using the Goodys credit card account. In addition to opening your Goodys
credit card account, you state you were asked if you would like to enroll in a promotion offering monthly
magazine subscriptions. Per your knowledge, you respectfully declined the offer for the magazine
promotion. Lastly, you advise that you never utilized the Goodys credit card for purchases, nor magazine
subscriptions.

In an attempt to rectify this matter, you spoke to a Goodys store manager by the name of ****** *****
who provided you with a phone number to call. You called the number and spoke to ********* ********
You state ********* ******* advised you that your account was showing as cleared, and she directed
you to contact the magazine subscriber directly to resohe this matter accordingty. However, your
attempts to reach the subscriber were unsuccessful, and you were unable to resolve the matter.
You are requesting your Goodys credit card account be cleared and that a statement is mailed to you
confirming a zero balance.

Please understand that Comenity Bank and Goodys are two separate entities. The Bank is responsible
for addressing questions related to the credit card account, while Goodys is responsible for handling
matters related to sales, and merchandise processing.

Please be advised the Bank has reviewed the concerns in your complaint, and we are happy to share our
findings with you.Bank records indicate the Goodys account was opened on May 19,2014. On that same day, a purchase

of $132.93 was applied to the account and a payment in the amount of $1 32.93 was received.
Charges for magazine subscriptions were billed to your account as follows: September 15, 2014, $24.50
for Sports Illustrated. September 22, 2014, $12.00 for Cooking Light. October 1, 2014, $21.00 for
Entertainment Weekly.

On October 8, 2014, a billing statement was issued to you with a balance of $57.50 and a minimum
payment of $25.00 due by November 3, 2014. No payment was received and a late fee and finance
charge were assessed to the account. Subsequent billing statements were issued and as no payment
was received, the account was charged off and reported to the credit-reporting agencies as an unpaid
debt.

Please be advised, in the interest of customer service, the Bank has made the decision to no longer hold
you responsible for the remaining balance on the account. Because the account is being reported as a
charge off, the only way we can correct your credit report is to delete the account from your credit report.
Therefore, please be assured that Comenity Bank sent a request to the credit-reporting agencies to
delete the account, in its entirety, from your credit report. Please allow up to 45 days for this information
to be updated in their records.

We apologize for any inconvenience or frustration this matter may have caused you and we hope you find
this information to be helpful. Should you have any further questions, please contact me directly at 
###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sjncerely,

Geanine M*****

Consumer Response:

Dear BBB I have received these Letters of resolved of my complaint ID # ******** with GOODY'S and Comenity Bank. Thanks BBB for your correspondence and correspondence in helping me resolving this complaint. Thanks Thanks Thanks

Sincerely, ***** ******

1/27/2016 Problems with Product/Service
1/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We tried to setup auto payment for the credit card from this bank. But the bank does not accept auto-payment. On or about 12/11/15, we received call from this bank that we missed a payment on 12/11/15. This was the only call we received. We did not received the statement at all. The bank said the statement was sent by email to us. We never seen it - it probably filtered by email spam filter. So we paid the balance in full the same day and requested to change to the paper statement. Later the credit bureaus notified that our credit hit by this single miss-payment. The customers service was rude and said gave us PO BOX address to file dispute. They asked us to mail our dispute with certified mail with return receipt. It takes more than 30 days to get response. They said there is no fax/phone number to the dispute dept. This bank is in the service of ruining its customers. Over 1000 complaints in BBB highlight how it treats customers. I strongly recommend to 1) stay AWAY from this bank. 2) to file complaints to state attorney office. 3) to file complaints to FDIC.

Desired Settlement: Correction to a credit report

Business Response: Dear ** **: 

We received your complaint regarding the above-referenced credit card account. Comenity 
Bank issues multiple credit card accounts, and we are here to help answer your account-related 
questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my 
attention, and I appreciate the opportunity to respond to your concerns. 

We understand from your complaint that you tried to set up automatic payments for your 
account; however, you were unaware that the Bank does not have the option for automatic 
payments. Furthermore, you state that as a result of not receiving your billing statements, your 
account was reported delinquent and you are requesting that your credit bureau file be updated. 

To better assist you, we need additional information to locate the account(s) in question. Please 
provide the following: 

? Complete Comenity Bank Account Number 
? Any Previous Names of Accountholder 
? Any Previous Addresses 
? Home Telephone Number 
? Social security number 

This information can be mailed to the address listed above, or faxed to my attention at #########

I hope you find this information to be helpful. Should you have any additional questions or 
concerns, please do not hesitate to contact me directly at ###-###-####, ext. ******* 
(TDD/TTY ###-###-####). I would be happy to assist you. 

Sincerely, 
Jenny W**** 

1/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June 2015 I made a mail order purchase in the amount of $126.51. I then left the USA to spend 3 months in *****. I tried to pay my entire balance from ***** but could not access their website. I did not want to call from ***** so I waited until I returned in September 2015, at which time I paid the $126.51. They charged me about $30 each month in late fees, which I refused to pay. Now the late fees have accumulated to about $190! I ahev spoken with JJill who turned me over to Comenity. I spoke with 3 different people at Comenity and explained my story to each one. They refuse to wipe out the late fees, offering to "forgive" half. That would be about $100 in late fees that were not my fault.

Desired Settlement: To wipe all of the late fees off my account.

Business Response:

Dear Ms. ***************

We have received your complaint, addressed to the Better Business Bureau of central Texas, regarding the above-referenced account.  Comenity Capital Bank issues J.Jill credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that in June 2015 you made a small purchase in the amount of $126.51, after this purchase you left the USA for 3 months and was unable to make your payment through the website.  Upon your return in September 2015 you made a payment of $126.51.  Additionally, you noticed that you were charged late fees for non-payment.  You placed a call to the Bank and were advised that the Bank would be willing to remove half the fees as a courtesy and you declined this offer.  You are requesting that all fees are removed from the account due to this was no fault of yours as you were out of the country.  I am happy to share my findings with you.

Your J.Jill account was opened on June 5, 2015; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.  As stated in the Credit Card Agreement (CCA), if your payment is not received prior to, less than the minimum due, or by the payment due date, late fees and finance charges may be assessed to your account.   Enclosed is a copy of the CCA for your records

After a thorough review of the account, our records indicate that the Bank did not receive any payments until September 14, 2015.  As no errors were found on the Banks part, we are unwilling to remove the fees that were applied due to this matter.

As of the date of this letter, the account balance is $126.21 and is two billing periods past due.  If the account exceeds six billing periods past due the account may be written off, closed and reported to the credit-reporting agencies as an unpaid debt.  This will report on your credit bureau for seven years. 

If you wish to discuss suitable payment arrangements, please call our Customer Retention Team at ###-###-#### (TDD/TTY ###-###-####). 

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding your account, please contact our Customer Retention Team at the telephone number provided.  They will be happy to assist you.

Sincerely,

Renee S****

******** ********* **********

1/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

On June 18, 2015; I placed an order with Woman Within for a total of $27.98. On the very same day (6/18/2015) I called (Woman Within - ###-###-####) and spoke with ****. I told **** I wanted to cancel the order and **** said the order was canceled. I later called back on the same day (6/18/2015) and spoke with Vanessa from Woman Within to confirm the order was cancelled. Vanessa stated ," The order did not come up in the system therefore it was cancelled". On 7/15/2015 I called Woman Within customer service and spoke with *******. I explained to ******* I received a delivery notice in my P.O Box stating the post office was holding a package for me from Woman Within and I immediately took the delivery notice to the postal clerk and explained to the postal clerk I never should have received a package from Woman Within because the order was cancelled. The postal clerk replied," Are you refusing the package?" I said," Yes." and she said," I will put it in the refusal bin and it will go back to sender".

After I was not successful with resolving the issue with *******, I called Woman Within credit card department and spoke with Christina @ ###-###-####. I explained to Christina I was being passed around between customer service representatives in reference to a package delivered to me that was cancelled. Christina stated," That someone at Woman Within had certainly dropped the ball". Christina agreed-because I had cancelled the order in a timely manner it should have never been shipped out. Christina then transferred me back to customer service. The customer service representative told me," The package may very well be in the warehouse but has not been processed as an returned order. she also said," Once the package has been processed my account will be credited for the full amount of the order". I still wasn't satisfied with what this customer service representative told me so I asked to speak to her boss. This customer service representative transferred me to a solution specialist named Homer. After explaining to Homer my issue, Homer said," to disregard the first statement because that statement was printed before Woman Within received the returned merchandise and he would credit the total amount charged back to my account. Homer also said," The credit department has not received the information regarding the credit on your account but the account is back to normal which is at a zero balance".

After speaking with Homes on 7/15/2015 I have continued to receive statements with continuous late fees. I am receiving many many harassing robo calls as well as voicemails from Woman Within and their bill collectors. This has caused a great deal of mental stress on me and I am currently under doctor's care. Overall, the order was cancelled in a timely manner. I spoke with two Woman Within representatives to confirm the order was cancelled on the same day the order was placed. Both representatives stated the order was cancelled. Someone from Woman Within disregarded the cancellation and shipped the packages to my P.O Box. I never touched the packages, I took the delivery notice to the postal clerk and I refused the package in which the postal clerk put the package in the refusal bin and sent it back to Woman Within.

Desired Settlement: I would like for Woman Within to credit my account for all charges that were placed on my account which means to bring my account back to a zero balance. I would like no further contact by the business - remove my name from all of their robo calling lists or automatic dialing list. I would like for Woman Within to close my account.

Business Response:

Dear Ms. *****:

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues Woman Within® credit card accounts, and we are here to assist you with all account-related questions or concerns.  I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you placed an order on June 18, 2015, and cancelled this order on the same day.  You state that you later received the cancelled order, and refused the package.  Your complaint states that you have received conflicting information from customer service at Woman Within and Comenity Bank.  You later contacted the Woman Within® credit card department and spoke with various representatives and were advised that you would have a zero balance once the credits have been applied.  You have continued to receive collection calls and billing statements that include late fees.  You would like the fees credited, to provide you with a zero balance, no further contact from the business, and your account closed.   

We have researched your account, and I am happy to share our findings. 

Please note that Woman Within and Comenity Bank are two separate entities.  The Bank issues and is responsible for addressing questions related to the Woman Within® credit card account.  Woman Within is responsible for handling matters related to sales, merchandise processing, returns and shipping.

Additionally, please keep in mind, when ordering merchandise by mail, your credit card account is charged for the cost of the merchandise, as well as shipping and handling.  When the merchandise is returned, your account is credited for the cost of the merchandise only; shipping and handling is not refunded.  In addition, if the provided return label is used to return the package, the return label fee is also charged to the account.

Bank records indicate, you have two charges processed to your Woman Within® account from Woman Within.  I have enclosed copies of your billing statements which show the account activity that comprised the account balance.

We contacted Woman Within on your behalf, and they advised the Bank that you submitted your order online on June 18, 2015.  You later contacted their customer service department by telephone on June 18, 2015, because your order was submitted without the promotion code for free shipping and free return.  The order was processing to ship and you were informed that the postage adjustment would be made after the order was shipped.  Bank records indicate that the coupon adjustment was completed on June 25, 2015, in the amount of $7.99, which appears on your July 2015 billing statement.  The merchandise shows as delivered, and Woman Within has advised the Bank that they have not received any returns or refused packages. 

Based on this information, the Bank finds the balance to be valid, and we are unwilling to refund any charges pertaining to the balance.   

Please be advised, should the account exceed six consecutive billing cycles past due, the account will be permanently closed, written-off, and reported to the national credit-reporting agencies as an unpaid debt.  This information could remain on your credit report for up to seven years.

Per your request, a cease and desist status has been placed on your account(s).  This cease and desist request will stop all future collection calls, but it will also suspend authorizations for new purchases on all of your accounts since we will be unable to contact you.  You will continue to receive certain legal communications as permitted by law.  Your request to cease and desist contact on your account(s) may be changed at any time by contacting us  in writing at the below address:

Comenity Bank

P.O. Box 182273

Columbus, OH  43218-2273

Additionally, per your request, the account was closed on January 5, 2016. 

If you have further questions regarding the merchandise billed to your account, please contact Woman Within at ###-###-####. 

We hope you find this information to be helpful.  Should you have any further questions regarding your account, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  It is often easier to resolve a matter, if we can discuss it.  Please contact me if you feel this matter has not been properly resolved.  I will be happy to assist you.

Sincerely,

Amanda R**

1/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a Venus credit card issued through this business. According to this business, I was sent and issued a card. I never received it. I made a purchase on what I thought was my personal credit card and the one I had on file. Instead this went on the card which I did not have. I started receiving statements, one in June and another in July, which I thought was odd since I did not have a card. I threw them away. I opened the next one which came in August 2015. To my surprise I was charged a late fee and the purchase was on this statement. I immediately called the business and talked to 2 people. One was man who identified himself as a supervisor. I was told I would have the late fee for July taken off, and I would then pay the remaining bill. I still disputed that as I was still under the impression the purchase was made on the credit card I had on file. I was informed after asking, their credit card requires no confirmation of receipt. I confirmed the purchase was not on my card on file, and I agreed to pay it. I did not agree to pay the late fee, which had it been deleted, none of this would be happening!! I have made several calls to this company, the 2nd one I cancelled the card! I also informed them I would not pay the bogus late fees since it was told to me by the supervisor it would be deleted. They run a very questionable operation, no telling where that card could have turned up and purchases made. I have called and emailed monthly as they continue to send me a statement and bill me for late fees. They deleted the one for October and informed me that was the only one which could be deleted! I told them they needed to delete all of them as none should have ever been charged! I refuse to pay them and want it off my credit report. They have already reported one late payment and now sending me to collection!

Desired Settlement: Charge off the bill to zero it out and make a correction to the credit bureau, as it has already dropped my credit score down.

Business Response:

Dear Ms. *******

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Venus credit cards, and we are here to answer all of your account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand your concerns regarding the purchases that billed to your Venus credit card account, as well as the fees that were assessed to the account.  You stated that you believed the purchases had been billed to your personal credit card account, and when you found out this was not the case, you made payment for the purchases.  You feel that the fees should be removed and the account updated.  We apologize for any inconvenience or frustration that this matter may have caused you.

Bank records indicate your Venus credit card account was opened on May 11, 2015.  On June 22, 2015, a charge in the amount of $54.95 was billed to the account.  A billing statement was sent to you on June 22, 2015, with a balance of 54.95, and a minimum payment of $25.00, due by July 18, 2015.  As no payment was received, a late fee and finance charge were assessed to the account.

On July 7, 2015, a charge in the amount of $16.00 was billed to the account.  A billing statement was sent to you on July 23, 2015, with a balance of $97.95, and a minimum payment of $30.00, due by August 18, 2015.  As no payment was received, a late fee and finance charge were assessed to the account.

We received a payment of $70.95 on September 22, 2015; however, there was still a balance on the account.  Since no additional payments were received, additional fees have been assessed, bringing the balance on the account to $169.26.

In the interest of customer service, we have issued credits in the amount of $169.26 for the previously assessed fees.  Additionally, we have sent notification to the national credit-reporting agencies to remove the delinquencies that were recently reported for the months of November and December 2015, with regard to this issue.  Please allow 45 days for these agencies to update their records. 

I hope you find this information to be helpful.  If you have any further questions or concerns, you may contact me at ###-###-####, ext. ******8 (TDD/TTY ###-###-####).  I will be happy to assist you.                                                              

Sincerely,

Melissa L******

1/24/2016 Billing/Collection Issues
1/21/2016 Billing/Collection Issues
1/19/2016 Billing/Collection Issues
1/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a account with the Roomplace they have a bank that thr roomplace deals with it's called Comenity Bank i'm been paying my bills on time i purchased a matress cover and because they are saying i didn't pay it off they are charging my late fees and interest but they are saying i'm late 2 months that is not true i don't know what they are trying to pull i've been giving them 100.00 a month i got new furniture in April 3 2014 and i payed my bill i paid august sept oct and dec i didn't get a bill in nov and they are trying to charge a 25.00 late fee i shouldn't have to get stuck with the late fee and everything else that comes along because they didn't send me a bill and know they want to stick me with these charges they are saying i owe 461.11 but i returned a mattress cover and they credit my account back to 114.18 and they called me several times i told them that i cannot come up with all of the money at once i told them several times that if they can break it down in 3 payments i will give it to them not all at once they don't want to work with me they said my account is past due it's not true they are bothering me about all of this i told them i work Part-time and i'm low income so hopeful something will get done about it.

Desired Settlement: I want them to understand that the furniture i purchased the furniture and it's not due until 2019 i told them if you could work with me i will pay whatever i get back with my income taxes hopefully something will get done they told me to pay 105.00 on the 11th of jan thank you ******* ****

Business Response:

Dear Ms. *****

We received your complaint, addressed to the Better Business Bureau, regarding The RoomPlace® account noted above.  Comenity Bank issues The RoomPlace® credit card accounts, and we respond to all account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding the minimum payment due on your account, and that you would like the late fee that was previously assessed removed from your account as you did not receive your November 2015 billing statement.  We would like to apologize for any inconvenience this issue may have caused you.

We are aware that the monthly minimum payment due was showing incorrectly on your October 2015, November 2015, and December 2015 billing statements.  Please be advised that this issue has been corrected and due to this error a credit for $25.00 has been issued to remove the previously assessed late fee as well as credits totaling $72.51 have been applied to your account for the previously assessed finance charges.  These adjustments will appear on your next billing statement along with the corrected minimum payment due.

We have reviewed our records regarding your November 2015 billing statement, and our records indicate that your billing statement was delivered on November 23, 2015, and we have no record of the billing statement being returned as undeliverable.

In addition, please be assured that a credit of $114.18 was applied to your account on December 18, 2015.

Additionally, notification has been sent to the national credit-reporting agencies with instructions to delete the negative payment information regarding The RoomPlace® account.  Please allow the credit-reporting agencies 45 days to update their records.

We hope this information is helpful.  Should you have any other questions or concerns regarding this letter, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****

1/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I an mot receiving any statements in the mail at all for my new york and company account.I call the customer service line and they tell me my address is correct. I am receiving late fees. I need your help.

Desired Settlement: I want all late fees waived and to pay my bill in full.

Business Response:

        

Dear Ms. *******:

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues New York & Company credit cards, and we are here to answer all of your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand your concerns regarding the late fees, and that you did not receive monthly billing statements in the mail.  We apologize for any inconvenience or frustration that this matter may have caused you.

Our records indicate that your New York & Company account was registered with our Account Center, which provides accountholders the ability to view statements and make payments online.  Additionally, the paperless statement option was chosen.  Statement ready emails were sent to the email address you provided at registration:************

Please understand that Comenity Bank does not have the ability to enroll customers into paperless statements; this option can only be chosen by the customer via Account Center.  Additionally, should an account that is enrolled in paperless statements become two billing periods past due, a paper statement will also be issued. 

Please keep in mind that your payment due date is the 3rd of each month.  If payments are not received, are received after the due date, or are less than the minimum due, a late fee will be assessed to the account as per the Credit Card Agreement.   

In the interest of customer service, we have issued credit in the amount of $28.46 for the previously assessed fees on your account.  At this time the account balance is zero.

I hope you find this information to be helpful.  Should you have any further questions or concerns, please contact me at the address noted above, or by calling toll free at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

                                                            

Sincerely,

Melissa L******

1/19/2016 Billing/Collection Issues
1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 23, 2015, an agent of the company, Ms. G***** provided a verbal agreement to lower my APR from 24.99% to 11.74%. Over the course of several months, the bank did not change the rate citing an inability to apply the new rate to the account due to technical / computer related issues. On April 23, 2015 at 4:23pm, the representative in question did provide a note on the account stating that my APR was converted to a Tier 2 Platinum Prime Plus 11.74%. On May 9, 2015, representative Kevin stated that all letters that I received in the mail, stating that my APR request was denied were sent in error. He continuously stated to disregard them. Additionally, over the course of several weeks and months when I did not notice that my APR had changed on my statement, representatives from the company insisted that my APR was 11.74% and to disregard the APR displayed on my statement. These statements were provided due to the fact that the rate was being applied in a special manner. However, to date, the rate of 11.74% has not been applied to my account.

Desired Settlement: I would like the business to honor the APR reduction that was originally honored and promised on April 23, 2015 from 24.99% to 11.74%.

Business Response:

Dear Mr. ******

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Capital Bank issues My BJ's Perks Mastercardo, accounts, and
we are here to assist you with all account-related questions. I appreciate the opportunity to
respond to your concerns.

We understand from your complaint that you were advised on April 23, 2015, that your interest
rate could be changed from 24.99% to 17.74%. We also understand that you were advised on
May 9, 2015, that the letters your received in the mail about the denial of the APR change were
sent in error.

I have reviewed your My BJ's Perks MastercardB account and on May 22, 2015, you spoke
with a supervisor who advised you that we are unable to change your interest rate to 11.74%
due to our banks change in terms not being sent. The supervisor did apply a credit in the
amount of $258.88 to offset the amount of finance charges you have assessed on your account.

At this time we are still unable to lower your APR to 11.74%, and your APR will remain at
24.99%.

We hope this information is helpful and apologize for any frustration you experienced regarding
this matter- Should you have any further questions, please contact me at ###-###-####, ext.
******* (TDD/TTY ###-###-####). 1 will be happy to assist you.

Sincerely,
Kristina W*****

Consumer Response: the company made a commitment in April 2015 to lower my my APR. From an integrity standpoint, the bank should honor their agreement moving forward with the lower APR. This commitment was recorded on my account and consistently made clear by numerous representatives thereafter. If an agent of the company commits to applying a change, it should be applied. 

Regards, ****** *****

1/18/2016 Billing/Collection Issues
1/15/2016 Billing/Collection Issues
1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: *****Comenity Bank Gentlemen: Per telephone conversation regarding fraudulent late credit payment & interest on paid in full merchandise & continued compounding monthly. Please note I am elderly not Alzheimer but astute. I am legally blind per confirmed letter attached causing me to write with magic marker and lined paper give to me by Helen Keller. 1) I am currently obtaining paid in full check from bank electronicly paid #9991 6-10-15 for 89.60. Late charges (first one) my helper called to confirm previous request that statements and bills to be paid on the 1st of month. Supervisor at Victoria Secrets assured me all is OK until this bank called me. I did not sign with any bank credit card. I had an Angel Card Bank keeps calling and harrassing me. When I now call Victoria Secrets, their customer services answers as Commentiy Bank. Please check this terrible practice. Commenity Bank tells me they will help me pay these erroneous fraud charge thru my Social Security. That gave me a laugh. I advised them that I was in contact with Better Business Bureau. I also would like to contact state banking. I would appreciate their telephone #. Please disregard my horrible handwriting due to sight loss. Thank you for your help and detering them from hurting others. Happy Holiday

Desired Settlement: Consumer believes account is paid in full and desires correction to account.

Business Response:

Thank you for contacting Comenity Bank regarding the above-referenced account. As the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questions. Your complaint, submitted to the Better Business Bureau, was forwarded to my attention for review, and I appreciate the opportunity to assist you.

We understand from your complaint that you paid the account in full, in the amount of $89.60, on June 10, 2015. You state that you have been fraudulently charged for late fees and finance charges on paid in full merchandise. Additionally, you state that you did not sign with any Bank credit card but you had an Angel card, and you would like their telephone number and for the account to reflect paid in full.

Please accept our apology for any frustration or inconvenience you have experienced. Bank records indicate that you signed up for the Victoria’s Secret/PINK account on July 19, 2013, which is a credit card program issued by Comenity Bank. Please note that Comenity Bank and Victoria’s Secret are separate entities. Comenity Bank handles matters related to the credit card account, while Victoria’s Secret handles matters related to purchases, catalogue orders, return merchandise and shipping and handling.

When you purchase an item and use the Victoria’s Secret/PINK credit card account as form of payment, Comenity Bank then sends you a billing statement to reflect the charge, balance, and a payment due/date. If payment is not made, made after the payment due date, or made for less than the requested minimum payment due listed on the billing statement, the account is assessed a late fee and finance charge, per the Bank’s Credit Card Agreement (CCA).

After reviewing your account, we found that your payment of $89.60 was received on June 10, 2015, which was after the payment due date of June 1, 2015. As a result, the account was assessed a late fee and finance charge. Due to the fees remaining unpaid, your account continued to accrue additional bank fees and reported past due for four billing periods.

In the interest of customer service on November 30, 2015, the Bank issued credits to your account totaling $159.79, which resulted in a zero balance. Please be assured that you do not owe anything further on your account and the balance is paid in full.

You are a valued customer and we hope this information is helpful. If you any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Shawnda Y*****

1/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ********Comenity Bank Dear BBB Staff, I am writing you in an attempt to file a complaint against Comenity Bank. I discovered recently that my ex had used my identity without my permission to open numerous accounts. I have written and requested that Comenity Bank investigate this and remove the fraudulent accounts from my name. They have failed to do so. I now seek you assistance in this matter. I have listed my identifying information below in order to aid you in this complaint. Full Name: ******** ***** ******* Date of Birth: **** *** **** Sincerely, ******** *******

Desired Settlement: I have written and requested that Comenity Bank investigate this and remove the fraudulent accounts from my name.

Business Response:

Dear ******** ********

We received your complaint regarding the above-referenced credit card account. Comenity
Bank issues multiple credit card accounts, and we are here to help answer your account-related
questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my
attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that someone is using your personal information, without
your permission, and is opening accounts in your name. You are requesting that the Bank
investigate this matter and remove the fraudulent accounts from your name. We apologize for
and inconvenience this may have caused you.

To better assist you, we need additional information to locate the account(s) in question. Please
provide the following:

- Complete Account Number
- Any Previous Names of Accountholder
- Any Previous Addresses
- Home Telephone Number
- Social security number

This information can be mailed to the address listed above, or faxed to my attention at ###-###-####.


I hope you find this information to be helpful. Should you have any additional questions or
concerns, please do not hesitate to contact me directly at ###-###-####, ext. *******
(TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Jenny W****

1/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Toni from Commenity Bank has called to request payment of 5.00 stating that my account was account was late last month. I stated to her that we cannot be late because the we have direct withdrawal from our account each month. She stated to me that the bill was due on 9/19 and it was paid on 9/20, i stated to her this may have been a holiday why the payment was late. she stated you also owe and amount of $35 for late fee for the $5 late payment. I stated to her we received a call just like this approximately 6 month ago and we were told that we should never receive a call like this again because everything was resolved. Toni was very condescending and said that I have to pay or else the fee will keep increasing. It seemed in the past there was a $25 credit because they are not communication with us and each other was promise never to be call again for a $5:00 late fee

Desired Settlement: I an requesting that my account get credited for fees charged.

Business Response:

Dear ***** *******:

Thank you for the recent complaint regarding the above-noted account. Comenity Capital Bank issues
Lending Club Patient Solutions credit accounts, and we respond to all account-related questions. Your
complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the
opportunity to assist you.

Your complaint states that your due date is on the 19th of each month and you have a direct withdrawal
from your bank account; however, your payments are posted a day or two after the due date causing late
fees to be assessed to your account. You are requesting that the late fees be waived. I understand your
concerns and apologize for any inconvenience this may have caused.

After reviewing your account, our records indicate that your due date is on the 19th of each month. Please
be advised that for the months of May 2015, July 2015, August 2015, October 2015, and November 2015,
a late fee was assessed to your account because your payments were received after your due date.

Although the Bank did not find any billing errors, in the interest of customer service, a total credit of
$130.00 was previously issued to your account for the late fees that were assessed to your account for
the months of May 2015, July 2015, August 2015, and November 2015, and we are unwilling to issue any
additional credits to your account.

To avoid future late fees, you can schedule a payment online to be applied the same day as long as you
submit the payment by 11:00 p.m. ET on your due date. If it is submitted after 11:00 p.m. ET, your
payment will be applied the following business day. However, please be aware that you can also
schedule your payment(s) 30 days in advance online.

Additionally, payments can be sent by mail. If sending by mail, we encourage you to send the payment,
along with the payment coupon, in the envelope that came with your billing statement. We recommend
allowing a week for the payment to arrive.

As of the date of this letter, the balance on your account is $15,281.22. Your next minimum payment of
$891.00 is due on January 19, 2016.

We hope that this information is helpful. Should you have any additional questions or concerns, please
do not hesitate to contact me directly at ###-###-####, ext. *******, (TDD/TTY ###-###-####). I
would be happy to assist you.

Sincerely,
Jenny W****

1/15/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Account number is ************ I had 2 cards with the company. The company transferred the balance from this account to the other account, which at the time had a zero balance. When I originally contacted the company they said I did a balance transfer which I had not done. They then said they did the transfer and closed this account. Which I didn't think was legal. Due to billing errors they now have $78 in past due charges on this closed account. I have contacted them 3 times and each time they say they have removed the charges. The charges are still accumulating. Please help me resolve this issue. I.do not want this on my credit.

Desired Settlement: Zero balance and letter stating it was a billing error.

Business Response:

Dear Ms. ********

We received your complaint, addressed to the Better Business Bureau, regarding the accounts
referenced above. Comenity Bank issues Woman Within credit card accounts, and we are
here to assist you with all account-related questions or concerns. Your complaint was
forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you had two Woman Within@ credit accounts with
Comenity Bank. You state that although the balance +om one account was transferred to the
other account, you are now being billed for $78.03 in past due charges. You further state that
you contacted the Bank rnuitiple times. and were told that the charges had been removed;
however, a balance remained. You are requesting a letter stating that you have a zero balance,
that there was a billing error, and that this will not affect your credit.

Thank you for speaking with me on December 29, 2015. We have reviewed our records and
are happy to share our findings. We have found that the Woman Within@ account ending in
**** was opened on August 3, 2002. and the Woman Within account ending in **** was.
opened on May 10,2003.

On July 14,2015, the balance of $836.78 f m the Woman WfihinQ account ending in **** was
transferred to the Woman Within@ account ending in ****, since this account was opened the
longest with the Bank. On December 22, 2015, the account ending in **** was closed.

On July 29, 2015, notification was sent to the national credit-reporting agencies, regarding the
Woman Within@ account ending in ***** with instructions to have the account deleted from
your credit bureau report. We can confirm that the Woman Within@ account ending in **** is
no longer reporting to the credit-reporting agencies.

On August 11, 201 5, a deferred purchase of $81.97 was processed to the Woman Within@
account ending in **** items purchased on a deferred billing plan are not added to your credit
card account balance until the promotional time period is complete. When the deferred period is
over, the purchase will appear on your monthly billing statement and will be added to your credif
card account balance, regardless of the account being opened or dosed.

Our records indicate a billing statement was sent to you on September 7, 2015, reflecting a
balance of $81.97, with a minimum payment amount of $20.00, due by October 3, 2015. As no
payment was received by October 3. 2075, a late fee and finanoe charge were assessed to the
account, pursuant to the terms and conditions of the Credit Card Agreement.

Our records further indicate that on October 31, 2015, you spoke with a Bank representative
who advised you they would transfer the purchase of $81.97 to the Woman Within@ acwunt
ending in ****. resulting in a zero balance on the Woman Within account ending in ****. The
associate inadvertently did not credit the previously assessed late fee and finance charge; as
such, the account went three billing periods past due causing additional late fees and finance
charges to be assessed.

Please be assured, the Woman Within account ending in **** is closed, and credits have
been issued to provide you with a zero balance.

As of the' date of this letter, the Woman Wlthim account ending in **** has a balance of
$1,053.96, with a minimum payment of $50.00, due by January 3, 201 6. This account is open.
You are a valued customer and we apologize for any confusion or frustration this matter has
caused you. Should you have any further questions regarding your accounts, please contact
me at ###-###-####,  ext ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Amanda R**

1/14/2016 Billing/Collection Issues
1/12/2016 Billing/Collection Issues
1/11/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity Bank issuer of Victoria Secret angel card continues to apply late charges to my closed account. I was victim of cc fraud with this an other cards. all resolved satisfactorily except this one. My last legitimate charges on this card were paid on 01-03-15. Later, in October 2015 a fraudulent charge for an online purchase valued at $270.82, after many calls they resolved the disputed charges Nov 17-15. That should have been the end of that, however they continue to add late fees and finance charges ($67.82 so far) on a zero balance. Customer service has been less than helpful. I have not used this card since 12-2014, and obviously have no intention of ever using any issued by this bank.

Desired Settlement: Zero out this bogus charges, stop charges.

Business Response:

Thank you for contacting Comenity Bank regarding the above-referenced account. As the bank
that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related
questions. Your complaint, submitted to the Better Business Bureau, was forwarded to my
attention for review, and I appreciate the opportunity to assist you.

We understand from your complaint that you were a victim of fraud, and that your account was
fraudulently charged for an unauthorized purchase of $270.82. After disputing the charge and it
finally being resolved, you still received statements which reflect late fees and finance charges.
You state that you have not been able to get anyone to help you resolve this, and to get the
charges removed. Please accept our sincere apology for the frustration and inconvenience you
have experienced as a result of this situation.

Bank records indicate that the charge for $270.82 was removed from the account on November
17, 2015. Unfortunately, the previously assessed late fee and finance charge was not credited,
which resulted in another late fee and finance charge. Please be assured that we have issued
credits to the account totaling $67.82, which will result in a zero balance.

In addition, because the account went delinquent, the account was reported as 30-days late to
the credit bureaus. Please be assured that we have removed the delinquency and this will update
with the credit bureaus within 45 days.

As requested, the Victoria’s Secret/PINK account was closed on November 14, 2015.
Again, we sincerely apologize for your experience, and we hope this information is helpful. If you
any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY
###-###-####). I will be happy to assist you.

Sincerely,

1/11/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent a certified Mail on 12/05/2015 including a check to pay the account out and some one from Comenity Bank signed for the mail. The problem is no one seems to know who the person is who signed for the mail. I have been working on this for the past last week and no one is able to assist me with this matter. I am being told a different story every time I call.

Business Response:

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Bank issues your Victoria's SecretlPlNK credit card account, and
we are here to assist you with all account-related questions. I appreciate the opportunity to
respond to your concerns.

We understand from your complaint that you sent a check by certified mail on December 5,
2015. You state someone signed for this check, but when you contacted customer service we
did not have record of the payment, or who signed for the certified mail.

Thank you for speaking with me on December 17, 2015. We understand that your complaint
does not accurately explain your current concerns as your original complaint was handled
before I spoke with you.

We further understand that on November 5, 2015, an in-store payment of $30.00 was not
applied to the account referenced above, and you do not have the receipt for the payment.
In the interest of customer service, although we are still unable to locate a $30.00 in store
payment from November 5, 2015, we have processed a $30.00 credit to your above-referenced
account, as a one time courtesy. In the future, if a payment is not processed to your account, a
receipt providing your proof of payment will be required in order to receive credit.

The Bank has reviewed the issues in your complaint. We apologize if you felt that you did not
receive the best customer service. It is never the Bank's intention to treat our customers in a
less-than-satisfactory manner. Comenity Bank is committed to providing the best customer
service and is disappointed when a customer feels that this standard was not met.

We sincerely apologize for the frustration and inconvenience this matter may have caused you.
Should you have any further questions or concerns, please do not hesitate to contact me at 1-
###-###-####e,x t. ******* (TDD!TTY ###-###-####).1 would be happy to assist you.

Sincerely,

1/11/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i am using the Marathon Credit card every month which promisses Total Monthly Purchases - at Marathon and Everywhere else Visa is accepted Rebate Tier Multiplier $1 - $499 5¢ $500 - $999 15¢ $1,000 or more 25¢ well i have spent over a 1,000.00 and have not received .25 cents per gallon as stated. to resolved this issue i would like to received my voucher of .25 cents per gallon as promised.

Desired Settlement: I would like to received the .25 cents per gallon as stated in the advertisment

Business Response:

Dear Mr, *********

We have received your complaint addressed to the Better Business Bureau, regarding the
above-referenced account. Cornenity Bank issues Marathon Visa@ accounts, and we respond
to all account-related questions. Your complaint was forwarded to my attention and I appreciate
this opportunity to assist you.

We understand from your complaint that you use your Marathon Visa0 card both at Marathon
stations and anywhere else Visa@ is accepted for well over $1,000.00. However, in utilizing
your card, you believe that you have yet to receive the 25 cents per gallon rebates as promised
in the advertisement. You would like to receive the rebates you believe you should have
earned. We apologize for any inconvenience or frustration you may have experienced because
of this matter.

Please be assured your concerns have been thoroughly researched, and I would like to share
my findings. Please note as a Marathon Visa@ cardholder you earn rebates for gas purchases
as well as purchases made in Marathon Convenience stores. When calculating rebates earned,
only these types of purchases are used to determine rebates earned, while purchases from
other merchants aid you in upgrading tier levels.

As mentioned in your complaint, the applicable earning levels for your Marathon Visa@ account
are as follows:

Exhibit A:
This card is issued by Comenity Bank pursuant to a license by Visa U.S.A. Inc.
Tier 1 50.00 - $499.99 $0.05
$0.15
$0.25
Tier 2
Tier 3
$500.00 - $999.99
$1000.00 and above

Bank records indicate the following information in reference to your monthly Marathon Visa@
activity, and rebates earned.

As displayed in Exhibit A above, your Tier level is determined by your monthly total spent on
your Marathon Visa0 account. Based on your monthly spend outlined in Exhibit B, you have
qualified for Tier 1 or .05 cents, each of your months of usage. Please note for the months of
July, August and September 2015 your account qualified for a new account bonus of double
rebate points.

Exhibit B:
If you would like to manually calculate your monthly rebates going foward please utilize the
following formula:
Month
July 2015
August 201 5
September
201 5
October 20 15
November
2015
Total Marathon spend i National price of gas per gallon = Gallons of gas purchased
Gallons of gas purchases X Rebate tier Amount = Rebates earned1

For example, using the month of November 2015 based upon your account activity, your
formula would look as follows:
National Gas
Average
$2.8850
$2.8800
$2.7260
$2.4620
$2.3870
$32.00 + $2.3870= 13.406 gallons purchased
13.406 gallons purchased X .05 cents= .67 cents in Rebates


We currently show your account rebate total at $6.87. Please note once a cardholder reaches
the threshold of $25.00 a Marathon Cash Card is produced and mailed directly to your home.
Marathon
Spend
$29.00
$80.01
$47.00
$1 7.00
$32.00

Please review this information carefully. The bank finds the above information to be accurate,
with no additional rebates due at this time.

We hope you have found this information to be helpful. Should you have any additional
concerns please contact me at ###-###-####, ext. ******* (TDD/TPTY ###-###-####). I will
be happy to assist you.

Consumer Response:

this information was not told to me when I called customer service to inquire about the card before I applied for it 
This is  the reason why I fell mislead   

Regards, ***** *********

1/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Three years ago I canceled my Ann Taylor account; there was a dispute at that time; someone at the **** ** ******* store did not record a one time payment for a purchase. It took a long time to resolve it. Comenity/Ann Taylor sent another credit card unrequested by me. Early December 2015 I canceled that card. They sent me a letter indicating that I owed them $793.79 and I had never opened the new account nor had I charged any clothing at any Ann Taylor/Loft store. I called the Willow Grove, PA store to ask about the charges...they had no record of my account. I tried to get a telephone number to challenge this; not available. Commentiy sent this to all national credit agencies thus lowering my cgood credit score!

Desired Settlement: I wish Comenity to send me a letter stating that their billing is in error and letters to all three national credit agencies (Transunion, Experion and Equifax) informing them of Commenity's error for this charge of $793.79 and providing me with a clear credit rating

Business Response: Dear Ms. *******: 

We recently received a complaint, addressed to the Better Business Bureau, regarding your Ann 
Taylor/LOFT credit card account. Comenity Bank issues Ann Taylor/LOFT credit card accounts, and we 
respond to all account-related inquiries. I appreciate the opportunity to assist you. 

You state in your complaint that you recently received a letter from Comenity Bank indicating a balance of 
$793.79 owed on the above-noted account. You state that this information has been reported to the 
credit-reporting agencies and has negatively impacted your credit score. You are requesting the Bank 
provide a letter, addressed to you and the credit-reporting agencies, confirming that there was an error 
with the billing of the account. 

We have reviewed the account, and we are pleased to share our findings below. 

Bank records indicate that the above-noted account was opened on October 24, 2004. The last 
purchase, in the amount of $24.48, was applied to the account on July 20, 2013. The last payment, in the 
amount of $24.48, was received on August 21, 2013, resulting in a zero balance. 

Please be advised that the Bank identified an issue which resulted in an incorrect balance being 
displayed on letters that were mailed to our customers. Please be assured that the erroneous balance 
was only listed on the letter you received, and was not reported to the credit-reporting agencies. We 
sincerely apologize for any confusion this matter may have caused. 

Comenity Bank is required to report accurate information in regard to account activity. We have reviewed 
the information reporting on your credit file in relation to the above-noted account, and we find that the 
information reported is correct; as such, no changes will be made to your credit file. 

Please be assured, as of November 18, 2015, your Ann Taylor/LOFT credit card account has been 
closed. 

We hope you find this information to be helpful. If you have any further questions, please contact me 
directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you. 

Sincerely, 

Lauren S**** 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards, ***** *******

1/7/2016 Problems with Product/Service
1/7/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My Coldwater Creek Mastercard Account was recently converted from Chase to Comenity Bank. In the many years I have had that account I have never missed a payment, never been late, and paid the 15.24% APR. I have a second account that has not been open as long as the first one, but again, that account has always been paid in a timely manner -- and it has a 12.24% APR. Recently I received notice that the APRs on both of these accounts would be raised to 24.99% on any new purchases after January 1, 2016. I called Customer Service and went through several levels of managers without success to explain that because of health issues and my husband's inability to work, we had used the credit cards more than usual and that was the reason the balances were near the limits -- but we were keeping the accounts current and would continue to do so until they were paid in full. I was told by two levels of reps that the only way to keep the current rates would be to close the accounts which would adversely affect my credit rating -- keeping the accounts open and only paying minimum due or anything less than total outstanding amount would automatically cause the rate to increase to 24.29%. Third manager finally agreed that as long as no additional purchases were made on the accounts, the rates would remain the same -- but I was given such a run-around that I don't think anyone in customer service has a clue as to what their policy is! I have worked with attorneys for 45 years and find it most frustrating that customer loyalty means nothing to "big banks" and the lack of training in the customer service area is worse than awful.

Desired Settlement: Because of past credit history would like to keep accounts open, with current 15.24 and 12.24 APRs and still be able to use the cards for future purchases without APRs being increased to 24.99%. If I am ever late with a payment or fail to make a payment, then Comenity can raise the APR to 24.99 without further notice to me.

Business Response:

           

Dear Ms. *****

We received your complaint to the Better Business Bureau, regarding ***** *****.  Comenity Bank previously acquired the Coldwater Creek MasterCard® accounts and we are here to assist you with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

I understand your concerns as explained in your complaint, and apologize for any frustration this has caused you.

As of August 1, 2014, Comenity Bank became the new issuer for your Coldwater Creek MasterCard credit card account. Comenity Bank has not changed the terms of your account as of December 1, 2015 and for that reason we attached your previous lenders Credit Card Agreement. Please replace any reference to Chase Bank in the Credit Card Agreement that accompanies this notification with Comenity Bank. In the event Comenity Bank changes the terms of your account, you will be notified 45 days before the effective date of the change.

The following financial terms replace the current terms listed in the Credit Card Agreement:

  • The Annual Percentage Rate for Purchases—15.24%

  • The Penalty Annual Percentage Rate for Purchases 15.24%

  • The Maximum Late Fee—$35.00

  • The Returned Payment Fee—$35.00

           

Please read carefully and retain with your permanent records.

We hope that this information is helpful.  Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

Justina M********

Consumer Response:

My complaint was not regarding the APR currently charged on the account, but the increase in the APR from 15.24% to 24.99%  on January 1, 2016 for long-time customers who had always paid at least the minimum due on the account and most often more than the minimum and always  on time.   It is my understanding that the 15.24% will remain the APR if I do not use the credit card for additional charges but once a charge is made, the APR will automatically increase to 24.99%. 

I feel that if the bank truly values customer relations, they will leave the APR at the lower rate and allow the customer (me) to continue using the card -- until a payment is late or missed, then they will have a valid reason to raise the rate! 

My husband and I own a very small remodeling company and we would have been out of business years ago if we had not put customer service as our number one priority in our business plan!

Regards, ****** ****

1/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have asked for a detailed statement as I have sent back several items to them and not received credit for the items. They are calling me 9 times today and I have asked them to stop and they have not.

Desired Settlement: I would like a detailed statement and the co to stop calling me 10 days a day I prefer no calls and for them send me a detailed statement.

Business Response:

Dear Ms. *******

We recently received a complaint, addressed to the Better Business Bureau, regarding your HSN credit card account. Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related inquiries. I appreciate the opportunity to assist you.

You state in your complaint that you have returned several items to HSN, however, the returned items still remain on your HSN credit card account. Furthermore, you state that you have requested the Bank cease from contacting you by telephone, but your request has been disregarded. You are requesting the Bank provide you with a detailed statement reflecting all charges and/or returned credits that have been applied to the above-noted account.

We understand your concerns, and we sincerely apologize for any frustration you may have experienced as a result of this matter.
After a thorough investigation, our records indicate that a statement was issued on October 18, 2015, indicating a balance of $1,722.76 with a minimum payment of $86.00, due by November 13, 2015. As no payments were received by the November or December 2015 due dates, late fees and finance charges were assessed to the account, pursuant of the terms outlined in the Credit Card Agreement (CCA).


Please note when the Bank’s records show that the minimum payment due has not been received by the due date on an account; we will make attempts to contact you regarding the status of the account. Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempt to communicate is successful.


We have noted the above-referenced account to ensure that you are no longer called on the telephone number ending in 5030, per your request. However, the Bank may contact you by mail, or service of court filing, which would be in compliance with state and federal law.


Please understand that Comenity Capital Bank and HSN are two separate entities. The Bank is responsible for addressing questions related to the credit card account, while HSN is responsible for handling matters related to sales, merchandise processing, returns, and shipping.


We contacted HSN on your behalf, regarding the returned merchandise outlined in the previously submitted communication to the Bank. Please see below for a detailed explanation regarding each order.


? Order # **********: HSN is unable to confirm the receipt of the Simply Ming 7pc Comfort-Grip Nylon Utensil & Stand Set COBALT BLUE, item ******, so no refund is due.


? Order # **********: HSN is unable to confirm the receipt of the Ming's Electric Spice Mill Set w/Gourmet Salt & Pepper Blends COBALT BLUE, item ******* so no refund is due.


? Order # **********: HSN is unable to confirm the receipt of the Simply Ming 7pc Comfort-Grip Nylon Utensil & Stand Set COBALT BLUE, item ******, so no refund is due.


? Order # **********: HSN verified the receipt of the Nikon COOLPIX 16MP 30X Zoom Full HD Video Wi-Fi Camera RED, item ******. However, HSN has confirmed that you were sent an exchange, order # **********. HSN is unable to confirm the receipt of the exchanged merchandise, item ******* so no refund is due. 

Please note, when a customer orders merchandise from HSN, the account is charged for the cost of the merchandise, sales tax (if applicable), and shipping and handling. When the merchandise is returned, the HSN account is credited for the merchandise and the applicable sales tax.

Should you have further questions regarding merchandise that you believe was returned to HSN, you must contact HSN’s corporate office directly at ###-###-####, or you may write to, HSN,*******

As of the date of this letter, your HSN account has an outstanding balance of $1,837.12, with a minimum payment of $258.00, due by January 13, 2016. The account is currently two billing cycles past due. Should an account exceed six consecutive billing cycles past due, the account will be closed, written off, and reported to the national credit-reporting agencies as an unpaid debt.


We have enclosed copies of the billing statements from December 2014 through December 2015, for your review.


If you are experiencing difficulty making your payments due to unforeseen circumstances, we may be able to help. You may be eligible for enrollment in our Customer Hardship Program. This program provides customers with six to twelve months of special terms in order to bring and keep the account current. If you are interested in obtaining information on whether your HSN account qualifies for this program, or to discuss your intentions regarding the account, please contact a Payment Solutions representative at ###-###-####.

We hope you find this information to be helpful. If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.


Sincerely,
Lauren S****
CC: Better Business Bureau

Consumer Response: These items were returned and hsn recieved the items and i sent other items back to that I never recieved credit on. I sent back 2 nikon cameras that were not given credit on.

I will no longer use this credit card as I have closed the account.
I would like the credit for these items but looks like they are not goong to do that or give me a detailed statemnt from aug. like i asked for.

Regards, ******** ******

1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: they told me this problem was fixed a year ago, but then i noticed a few months ago that i had a bad credit score due to the account with Bealls (handled by comenity bank) and i displuted the claim because it is based on false information. about a month later they wrote me (transunion) and told me they had recently talked to comenity ban and they had confirmed the info as true, so i wrote to comenity bank (almost a year after closing my acct and getting refunded) and you guys have yet to fix the issue. i had great credit until this problem came along. i never was late on anything, never got behind, etc. ive asked whoever runs the online site multiple times to fix the problem, but it's been about 2 months and it still says the same thing. you are at fraud and slander and i havent had an account with you in a year, so please FIX THE PROBLEM.

Desired Settlement: contact transunion and give them CORRECT information and get my credit rating back up. i am disappointed they contacted you and you LIED and now it says i have missed a bunch of payments and still have an account with you. then you tell me "just dispute it" they wont let me dispute it again since you messed it up last time. i now need it in writing that the info isnt accurate or correct, so well done (sarcasm)

Business Response:

Dear Ms. *******


Thank you for contacting Comenity Bank, regarding the above-referenced account. As the bank that
issues Bealls credit card accounts, we are here to assist with all account-related questions. Your
complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the
opportunity to respond to your concerns.

We understand your concerns regarding the reporting of the account. Specifically, that Transunion
continues to report delinquencies which you state they contacted us about, and we verified as valid.
You are requesting that Comenity Bank correct your credit bureau report to remove any delinquencies
and report the account as closed by the consumer.

Please be assured that Comenity Bank reports the same information to each of the national creditreporting
agencies. A review of the reporting indicates that all credit-reporting agencies are reporting the
account as closed by the consumer. Additionally, all agencies except Transunion, are reporting no
delinquencies. Bank records show no recent inquiry from Transunion requesting verification of
information. Please be advised that notification has been sent to Transunion with instructions to update
your Bealls payment history to remove any delinquencies. Please allow the credit-reporting agency 45
days to update their records.

We apologize for any frustration or inconvenience this matter may have caused you and we hope you find
this information helpful. Should you have any further questions or concerns; please contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Geanine M*****
******** ********* ********** *** ****** ******** ******

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.  It has been a FULL YEAR that my account has been closed, so this shouldn't even still be an issue at this point. you better have fixed it this time because if i have to report you yet again, i will just reject anything you come up with.
Regards, ***** ******

1/4/2016 Problems with Product/Service
1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently paid off my credit card in full for the amount of $13,451.63 on December 11th. The funds cleared my bank on December 16th. Comenite Bank put a credit hold on my 14 days claiming that this was to protect them from fraud. These funds have been transferred from my bank and posted against by credit card balance, yet the still refuse to release the hold. I have been a customer of other credit cards for many years and none of them do this. Comenity has caused me great inconvenience and is affecting the timely processing of bills I have set up for automatic payment. I have made several attempts to resolve this, however Comenity is unwilling to discuss the matter or accommodate me.

Desired Settlement: I would like the bank to immediately remove the credit hold as well as compensate me for my frustration as well as my inconvenience. I will accept nothing less!!!!

Business Response:

Dear Ms. ********

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above. Comenity Capital Bank issues My BJ’s Perks MasterCard account, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you made a payment in the amount of $13, 451.63 on December 11, 2015, and your available credit had not been restored to your account immediately. We also understand you are requesting compensation for your frustration of not having the funds available.

Due to the amount of your payment Comenity Capital Bank requires additional time to process the payment. Our records indicate you contacted our Customer Care team and were told that your payment would be held for seven to fourteen days.

Also, due to the frustration you experienced due to the funds not being available I have added $40.00 to your BJ’s awards.

We hope this information is helpful and apologize for any frustration you experienced regarding this matter. Should you have any further questions, please contact me at ###-###-####, ext* ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Kristina W*****

1/4/2016 Billing/Collection Issues
1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I had accumulated several points on our Victoria's Secret credit card through the secret rewards program. Once these points reach 250, we are supposed to receive a $10.00 gift certificate to use at VS. On or around the first week of August 2015, we reached 500 points and were issued a $20.00 gift certificate. On September 7, 2015 we accumulated another 250 points and were issued a $10.00 gift certificate. In total, we were issued $30.00 within a month of each other. However, we have not received either of those rewards. My wife contacted VS on or around November, 7 2015. During that call, she was told that the rewards would be mailed out again. Since we didn't receive them, I contacted Commenity Bank to find out why we hadn't received the certificates. During that time, I was told that we could've received the certificate number, but one had expired and the other one was expiring soon. After conveying my displeasure, I was told that I would get a $30.00 credit on my card as opposed to sending out new certificates. That was over one week ago and I still haven't saw the credit posted on my account. Instead, I noticed that there was a finance charge on my account. At this point, I am extremely upset with how I'm being treated as a customer with Victoria's Secret and Commenity Bank. I've had to call several times about other issues related to my credit card account. If this is how I'm going to be treated as a customer, I will pay off the balance and cancel the card that I have with Victoria's Secret, as well as the card that I have with ** ****.

Desired Settlement: I am expecting Victoria's Secret and Commenity Bank to make good on their promise of a reward or credit in the amount of $30.00. Furthermore, I ask that they give me an additional credit due to the several inconveniences that I've had with them. As a customer, I do my part in the relationship. I pay my credit card bill on time with no problem. I ask that they keep up with their end of the contract by providing me with the rewards that are promised. After all, that is an incentive to use the card more.

Business Response:

Thank you for contacting Comenity Bank regarding the above-referenced account. As the bank that issues Victoria’s Secret/PINK credit cards, we are here to help answer account-related questions. Your letter, submitted to the Better Business Bureau, was forwarded to my attention for review, and I appreciate the opportunity to assist you.

We understand from your complaint that you accumulated enough points to receive a $10.00 and $20.00 Reward Certificate. Unfortunately, you did not receive the rewards and contacted the Bank, which you were told they would be mailed out again. Additionally, you were offered the Reward Certificate numbers; however, one had expired and the other was expiring soon after. As compensation, you were to receive a $30.00 credit to your account, which you have not seen posted. You did however notice a finance charge. You would like the Bank to honor their promise and send you the Reward Certificates or process the $30.00 credit to your account. You also have asked for an additional credit for the inconvenience you have experienced.

Please be assured that we have reviewed your Victoria’s Secret/PINK account. Our research concludes that you did earn Rewards Certificates on August 7 and September 6, 2015. Furthermore, we show that you moved and changed your address in September 2015, so the rewards were sent to the old address. You contacted the Bank on November 20, 2015, and our associate filed a request to replace one of the rewards. We apologize; however, reward replacements can take 4-7 weeks to arrive.

In addition, you contacted the Bank on December 4, 2015 and, for the inconvenience a $20.00 credit adjustment was issued to the account. Because this credit was applied after your December bill date, the credit will reflect on your January 2016 billing statement. Also, we are happy to issue the remaining $10.00 credit adjustment to your account. Please be advised that this credit will also reflect on the January 2016 billing statement.

Again, we sincerely apologize for the frustration and inconvenience you have experienced, and we hope this information is helpful. If you any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

1/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I applied for a Virgin America Visa card, which is issued by Comenity Bank. It has an annual fee of $49, which I promptly paid. The main benefit of the card is a discount companion ticket ($150 off), which is issued upon payment of the annual fee and a qualifying purchase. I paid the annual fee and made several qualifying purchases, yet never received the companion code. I sent a message and was told to call the customer service # to speak w/someone about the companion code. I called several times and have never been able to speak to anyone. I'm on hold for an unacceptable amount of time, or the line just disconnects. Since calling, I've sent more messages letting customer service know about the issues and that I'm not able to resolve it by phone. I asked for a refund of my annual fee, upon which I will pay off the account and close it. They refuse to refund the annual fee, and continue to tell me to call the # to speak to someone about the companion code. They're not even listening at this point - it seems like it's just canned responses based on keywords in my message. It's so very frustrating, and upon doing some research, I found many websites/forums with people having the very same issue I'm having.

Desired Settlement: I just want a refund of the annual fee I paid ($49), because I've received none of the benefits of the card that were promised.

Business Response:

Thank you for your complaint, addressed to the Better Business Bureau, regarding the above noted
account. Comenity Capital Bank issues Virgin America Visa@ credit card accounts, and
we respond to all account-related questions. Your complaint was forwarded to my attention,
and I appreciate this opportunity to assist you.

Your compliant indicates that you have not received the companion ticket code. You state that
you have paid the annual fee that is associated with the credit card and have not received any
benefits from having the credit card. You are asking for a refund on the annual fee in the
amount of $49.00.

Bank records indicate an error occurred with the companion ticket code, we will be sending you
your companion code by next week. Unfortunately, we were unaware of this error and
apologize for the inconvenience you have experienced due to this error.

In the interest of customer service we have issued a credit in the amount of $49.00 for the
annual fee.

Should you have any questions or concerns, please feel free to contact me at ###-###-####
ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,



1/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase on 2/13/2015 at Little Switzerland in Aruba in the amount of $9,870.00 to be paid on a deferred interest plan administered by Comenity Bank. There was to be no interest or fees charged as long a minimum monthly payment (>1% of the outstanding balance) was made by the 28th of each month and the entire balance was paid off by 8/16/2016. I had scheduled a payment on-line every month, typically >$500. In September I had scheduled a payment of $600 to be paid by the due date. When my bank account wasn't debited that amount by the 30th I went on-line and discovered that there was no payment applied or scheduled. I called Customer Service and was told that there would be a late charge but it would be waived within a week or so after the closing date of the 2nd. It was not waived. I sent multiple messages to Customer Service but my issue has not been resolved. Moreover, they added insult to injury by the very deceptive business practice of maintain a separate balance for the late charge, not applying my payment to it and charging a minimum $1.00 per month interest fee on the late charge.

Desired Settlement: I think the late fee and especially the minimum interest charges should be waived. There was no mention on my statement that my minimum required payment would not be applied to the late charge first. I think that is a very poor business practice. This issue arose because there was some glitch in their scheduled payment process that caused my payment to be late. Incidentally, I made the $600.00 payment immediately on-line on the 30th of September. They received the funds sooner than they typically had using their on-line scheduled payment process.

Business Response:

 

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues Little Switzerland credit card accounts, and we respond to account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

 

We understand you have concerns regarding the $25.00 late fee assessed to the account on September 28, 2015.  The subsequent finance charges that were assessed in the amount of $2.00; and that you would like the fees removed.  I apologize for any inconvenience this matter may have caused you.

 

Our records indicate that on September 2, 2015, a billing statement was issued with a payment of $66.00 due by September 28, 2015.  As no payment was received, a late fee of $25.00 was assessed to your account, in accordance with the Credit Card Agreement (CCA).  A copy of the CCA is enclosed for your review.

 

Our records further indicate that your payment of $600.00 was scheduled on September 30, 2015, after the billing statement due date.

 

In the interest of customer service, we have removed the late fee of $25.00 and the finance charges in the amount of $2.00.

 

Please be advised that any additional fees assessed to the account would be applied to the revolving balance and will be subject to finance charges.

 

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at 1-800-675-****, ext. ******* (TDD/TTY 1-800-695-1788).  I will be happy to assist you.

1/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity bank has been repeatedly call regarding my daughter's. I have told them my daughter has been I'll and under the care of doctors, hospital for the past 3 weeks. The same gentlemen has called an average of 13 times a day. When I answer the phone and begin to repeat the situation agiain, he hangs up and calls back about 3 minutes later. He is also calling after 9 pm. My daughter is in no condition to even address this with her. I lost my only other child right after Thanksgiving and this has been extremely upsetting for me. I do not even know if my daughter will recover. How can this company do this? I know my daughter has always paid this account in a timely fashion. At the very most, she may have past the 30 day payment period but not possibly more. Can you please help.

Desired Settlement: To end constant harassment from this representative from comenity. It is extreme and very persistent. I would like them to understand that my daughter is sick. I certainly deserve an apology for the continous upset from this constant harrassment. I am very emotional right now due to circumstances. Literally I am receiving calls minutes apart.

Business Response:

We received your complaint regarding the above-referenced credit card account. Comenity Bank
issues multiple credit card accounts, and we are here to help answer account-related questions.
Your complaint, addressed to the Better Business Bureau was forwarded to my attention, and I
appreciate the opportunity to respond to your concerns.

We understand from your complaint that you have been receiving multiple calls a day for your
daughter’s account. You further state that you wish for the calls to stop as your daughter is ill.
Please be advised that we have updated our records to ensure that you are not being called at the
telephone number ending 6170. If there is another telephone number you would like to have
updated so that you are not contacted on that number, the information can be mailed to the address
listed above or faxed to my attention at ###-###-####.

I hope you find this information to be helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).

I would be happy to assist you.

Sincerely,

 

12/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had applied for a credit card thru this company and i did so by the employee explaining that if i added account assure that if for any reason i became unemployed that it would cover my debt 100% to which now is in collections. i became unemployed in august that year then ended up becoming ill to where i am now on disability

Desired Settlement: i want them to erase all debt and corrected credit report

Business Response:

           

Dear Ms. *****           

We have received your recent complaint, addressed to the Better Business Bureau, regarding the above-noted account.  Comenity Bank previously issued Dots credit card accounts, and we respond to all account-related inquiries.  Your complaint was forwarded to my attention, and I appreciate this opportunity to assist you.

I understand your concerns regarding the balance on the account, your enrollment in the Account Assure debt cancellation program and that, as a result of your unemployment status, you feel that Account Assure should pay the balance owed on the account.  I apologize for any frustration or inconvenience you have experienced as a result of this situation.

Please understand that Comenity Bank and AON Integramark, which administers Account Assure, are two separate entities.  Comenity Bank is responsible for addressing questions related to your credit card account, while AON Integramark is responsible for matters related to the Account Assure debt cancellation program, including the filing of claims.

A review of our records indicates that your Dots account was opened on July 16, 2013, and a charge of $80.95 was placed on the account that day.  On July 23, 2013, a billing statement was sent to you with a balance of $80.95, and a minimum payment of $25.00, due by August 18, 2013.  As no payment was received by the due date, a late fee and finance charge were assessed to the account.

On August 13, 2013, a purchase of $63.99 was charged to the account.  Additionally, you enrolled in the Account Assure debt cancellation program on August 14, 2013, and the monthly premium of $3.43 was charged to your account on August 23, 2013.  Also on August 23, 2013, a billing statement was sent to you with a balance of $175.88, and a minimum payment of $32.00, due by September 18, 2013.  As no payment was received by the due date, a late fee and finance charge were assessed to the account.

Monthly billing statements continued to be sent; however, no payments were received for the due dates in October 2013, November 2013, December 2013, January 2014, or February 2014.  The Account Assure program enrollment was cancelled on October 23, 2013, due to the account delinquency.   

The account was written off and reported to the national credit-reporting agencies as a bad debt on February 20, 2014.  Furthermore, the account was sold to Crown Asset Management, a collection agency, on November 19, 2014.  They may be reached at ###-###-####. 

We reached out to AON Integramark, on your behalf, regarding any claims submitted for coverage.  Enclosed, please find the documentation we were provided for a disability claim.  As noted in the correspondence, the claim initiation date was October 29, 2013.  As noted above, the Account Assure enrollment was cancelled on October 23, 2013, which was prior to the onset of the claimed event.

Additionally, please be advised that claims for coverage under the Account Assure debt cancellation program must be received by AON Integramark within 365 days of the qualifying event. 

Finally, please be aware that notification has been sent to the credit-reporting agencies to delete Comenity Bank’s reporting of the above-noted account, in its entirety, from your credit bureau report.  Please allow 45 days for the credit-reporting agency to update their records. 

I hope you find this information to be helpful.  If you have any additional questions about your account, you may contact Crown Asset Management at the telephone number provided.  They would be happy to assist you.

Sincerely,

Melissa L******

Consumer Response: I am unable to supply any recording of their representative stating the facts of the account assure information. Not should I have had to do so. They have had other complaints in this same manner.

Regards, ******* ****

12/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I problem that I'having with Comenity is that I fell behind on my accounts and I'm making payments once a month and I also spoke with them about when the payment will be made, but I keep getting calls. Some of these calls came as early as 8 am in the morning and also on Sunday to as late as almost 9 pm. None left a message but the calls continued and at times were excessive to the point of what could be deemed as HARASSMENT. I have ask not to call before 8 am and not after 8 pm but the calls keep coming. Today on 12/15/15 I ask to have call number remove from the account and notify by mail at my home address call the call are Harassment at this point.

Desired Settlement: no contact by the business by phone only us postal services

Business Response:


Dear Ms. *******

We rewived your complaint, addressed to the Better Business Bureau, regarding the accounts
referenced above. Comenity Bank issues the above-referenced credit card accounts, and we
are here to assist you with all account-related questions or concerns. I appreciate the
opportunity to respond to your concerns.

We understand from your complaint that you request no further telephone communication from
the Bank.

Please understand that when our records show an account as delinquent, we will make
attempts to contact the customer regarding the status of the acwunt. Many times a payment is
overlooked by the customer, and a reminder call is helpful to bring the account back to a current
status. Due to potential negative ramifications for our customers if an account reinains
delinquent, we may call until our attempt to communicate is successful.

Per your request, a "cease and desist" status has been placed on your accounts. This cease
and desist request will stop all future collection calls, but it will also suspend authorizations for
new purchases on all of your accounts since we will be unable to contact you. You will cottinue
to receive certain legal communications as permitted by law. Your request to cease and desist
contact on your accounts may be changed at any time by contacting us again in writing at the
below address:


Cornenjty Bank
P.O. Box 182273
Columbus, OH 4321 8-2273

Please find a summary of the above-referenced accounts below. Use of the accounts, or failure
to close the accounts within 30 days of receiving the Credit Card Agreement indicated your
acceptance of the terms of the agreement, including the assessment of any finance charges
and fees.

Bank records indicate the Ashley Stewart account was opened on June 23, 2014. The last
purchase of $77.53 posted to the account on May 9,2015, and the last payment of $30.00 was
received on December 11.2015. The account balance is $216.93 with a minimum payment of
$25.00 due by January 2. 2016. The account is four billing periods past due.

The Lane Bryant Retail account was opened on June 1, 2014. The last purchase of $99.40
posted to the account on August 31. 2015, and the last payment of $25.00 was received on
November 6, 2015. The account balance is $112.41 with a minimum payment of $31 -00 due by
January 3, 2016. The account is one billing period past due.


The Venus account was opened on August 24,2014. The last purchase of $52.95 posted to the
account on April 28,2015, and the last payment of $30.00 was received on December 11,201 5.
The account balance is $268.31 with a minimum payment of $34.00 due by December 18.
2015. The account is three bi\ling periods past due.

Please note. should an account exceed six consecutive billing periods past due, the account
would be permanently dosed and written off, due to non-payment, and reported to the national
credit-reporting agencies as an unpaid debt.

The Bank understands that customers may experience difficulty making their payments due to
economic factors. You may be eligible for enrollment in our Customer Hardship Program. This
program provides customers with six to twelve months of special terms in order to bring and
keep the account current. If you are interested in obtaining information on whether you qualify
for this program, please call our Payment Solutions team at ###-###-####.


Also, customers who are experiencing financial difficulties are urged to contact a non-proffi
Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can
provide options such as reducing the interest rate and the minimum payment requirement, and
could include all of your creditors. Comenity Bank supports and participates in the programs
provided by CCCS agencies. Should you wish to obtain information regarding their programs
and for a member agency located near you, please contact the National Foundation for Credit
Counseling at #########


We hope you find this information to be helpful. Should you have any further questions, please
contact me directly at ###-###-####, ext ******* TDD/TTY ###-###-####). I will be happy
to assist you.

Sincerely,

Amanda R**

******** ********* **********

12/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First thing First. Their customer service is horrible. I requested a manager and was hung up on and had to call back. am being charged over 250% of my original bill. I never received the bill. When i spoke with them they admitted to sending it to an old address. I paid this in October and made a payment the same day for the 2nd account I have with them. They applied my $ 60 to the wrong account and now want to charge me 130 in late fees for a $60 item. I spoke with the company 2 months prior why is this the first I am hearing about this. This balance wasn't even supposed to be on this account as i CLEARLY remember paying this account down to $0.

Desired Settlement: I want the Late fees removed from my account. I also want Comenity Bank to correct my credit report with all three bureaus and send me an apology note .

Business Response:
Dear ********* *******

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues Overstock.com credit card accounts, and we are here to help with your account-related questions.  I appreciate this opportunity to assist you. 

We understand from your complaint that you contacted the Bank and during your call, when requesting a manager, you were hung up on.  Additionally, you state that you never received a bill for the alleged balance and confirmed they were sent to a wrong address.  Multiple fees have been assessed, and a payment of $60.00 was applied to the wrong account.  At this time you are requesting the late fees be removed, an update to your credit report, and an apology from the Bank.  I am happy to share my findings with you.

We have reviewed the issues in your complaint as well as the applicable telephone conversations.  We apologize if you felt you did not receive the best customer service.  We never intend to treat our customers in a less-than-satisfactory manner.  We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met.

Please find a summary of your Overstock.com account below.  I have enclosed a copy of the Credit Card Agreement (CCA), as well as copies of the billing statements which show the account activity that comprised the account balance and delinquencies which are reporting to the credit bureaus.

The Overstock.com account was opened on January 13, 2015; use of the account, or failure to close the account within 30 days of receiving the CCA indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees.

Bank records indicate the Overstock.com account was issued a statement on September 8, 2015, which reflected a balance of $66.99 with a minimum payment of $25.00, due by October 4, 2015.  A statement was issued on October 9, 2015, which reflected a balance of $93.99 with a minimum payment of $30.00, due by November 4, 2015.  A statement was issued on November 8, 2015, which reflected a balance of $126.21 and a minimum payment of $37.00, due by December 4, 2015.  A statement was issued on December 9, 2015, with a balance of $164.29 and a minimum payment of $46.00, due by January 4, 2016.  Due to non-receipt of payment, the account was reported to the credit-reporting agencies as three billing statements past due.

Furthermore, on October 8, 2015, a phone call was placed to you by a representative of the Bank’s collection team.  This call was to advise you of the status of your Limited account, serviced by Comenity Bank.  During this call, you scheduled a $60.00 payment to bring your Limited account current, and you confirmed that your address on Nicole Drive in Milford, Connecticut was current.  Please be advised that the Overstock.com billing statements were issued to the Nicole Drive address and the Bank has no record of the statements being returned as undeliverable.

On December 11, 2015, a phone call was placed to you by a representative of the Bank’s collection team to advise you of the status of the Overstock.com account. You then updated the address to your State Street address, as shown above, and advised the statements were being sent to a previous address.

Although no Bank errors were found, in the interest of customer service, a credit in the amount of $65.00 was applied to the Overstock.com account for late fees.  We encourage you to contact our Payment Solutions team at ###-###-#### (TDD/TTY ###-###-####), to set up payment arrangements.

Please be advised, we are unwilling to update the payment history due to no Bank error.  Billing statements were mailed to the address listed on the account.  We understand that our customers may experience circumstances beyond their control which may cause their accounts to become past due.  As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due.  This statement will not change your  credit rating; however, it will explain to potential creditors why the account became past due, and it may contribute to their decision.  The credit agencies can be contacted with the below information:

Experian (TRW)
TransUnion (TRU)
Equifax (CBI)

PO Box 2002
701 Experian Parkway
Allen, TX 75013 - 0036
###-###-####
PO Box 390
Springfield, PA 19064 - 0390
###-###-####
PO Box 740241
Atlanta, GA 30374 - 0241
###-###-####

http://www.experian.com
http://www.transunion.com
http://www.equifax.com

We hope this information is helpful.  Should you have any further questions or concerns regarding this letter, please contact me at ###-###-####5, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

Kaija M*******

Business Response:
Dear ********* *******

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues Overstock.com credit card accounts, and we are here to help with your account-related questions.  I appreciate this opportunity to assist you. 

We understand from your complaint that you contacted the Bank and during your call, when requesting a manager, you were hung up on.  Additionally, you state that you never received a bill for the alleged balance and confirmed they were sent to a wrong address.  Multiple fees have been assessed, and a payment of $60.00 was applied to the wrong account.  At this time you are requesting the late fees be removed, an update to your credit report, and an apology from the Bank.  I am happy to share my findings with you.

We have reviewed the issues in your complaint as well as the applicable telephone conversations.  We apologize if you felt you did not receive the best customer service.  We never intend to treat our customers in a less-than-satisfactory manner.  We are committed to providing the best customer service and are disappointed when a customer feels this standard was not met.

Please find a summary of your Overstock.com account below.  I have enclosed a copy of the Credit Card Agreement (CCA), as well as copies of the billing statements which show the account activity that comprised the account balance and delinquencies which are reporting to the credit bureaus.

The Overstock.com account was opened on January 13, 2015; use of the account, or failure to close the account within 30 days of receiving the CCA indicates acceptance of the terms of the agreement, including the assessment of any finance charges and fees.

Bank records indicate the Overstock.com account was issued a statement on September 8, 2015, which reflected a balance of $66.99 with a minimum payment of $25.00, due by October 4, 2015.  A statement was issued on October 9, 2015, which reflected a balance of $93.99 with a minimum payment of $30.00, due by November 4, 2015.  A statement was issued on November 8, 2015, which reflected a balance of $126.21 and a minimum payment of $37.00, due by December 4, 2015.  A statement was issued on December 9, 2015, with a balance of $164.29 and a minimum payment of $46.00, due by January 4, 2016.  Due to non-receipt of payment, the account was reported to the credit-reporting agencies as three billing statements past due.

Furthermore, on October 8, 2015, a phone call was placed to you by a representative of the Bank’s collection team.  This call was to advise you of the status of your Limited account, serviced by Comenity Bank.  During this call, you scheduled a $60.00 payment to bring your Limited account current, and you confirmed that your address on Nicole Drive in Milford, Connecticut was current.  Please be advised that the Overstock.com billing statements were issued to the Nicole Drive address and the Bank has no record of the statements being returned as undeliverable.

On December 11, 2015, a phone call was placed to you by a representative of the Bank’s collection team to advise you of the status of the Overstock.com account. You then updated the address to your State Street address, as shown above, and advised the statements were being sent to a previous address.

Although no Bank errors were found, in the interest of customer service, a credit in the amount of $65.00 was applied to the Overstock.com account for late fees.  We encourage you to contact our Payment Solutions team at ###-###-#### (TDD/TTY ###-###-####), to set up payment arrangements.

Please be advised, we are unwilling to update the payment history due to no Bank error.  Billing statements were mailed to the address listed on the account.  We understand that our customers may experience circumstances beyond their control which may cause their accounts to become past due.  As an option, you may want to consider submitting a consumer statement to the credit-reporting agencies, explaining the reason(s) why the account became past due.  This statement will not change your  credit rating; however, it will explain to potential creditors why the account became past due, and it may contribute to their decision.  The credit agencies can be contacted with the below information:

Experian (TRW)
TransUnion (TRU)
Equifax (CBI)

PO Box 2002
701 Experian Parkway
Allen, TX 75013 - 0036
###-###-####
PO Box 390
Springfield, PA 19064 - 0390
###-###-####
PO Box 740241
Atlanta, GA 30374 - 0241
###-###-####

http://www.experian.com
http://www.transunion.com
http://www.equifax.com

We hope this information is helpful.  Should you have any further questions or concerns regarding this letter, please contact me at ###-###-####5, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

Kaija M*******

12/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Returned merchandise; cookware got that was in someone else's name - They've continuously put back on my credit card account 4x, and still constantly putting on  my charge card account that I cut up because someone else using my card after I returned the cookware set. I have proof sent, see enclosures.

Desired Settlement: To have the $301.48 credited back to my account that I've been paying on for good. 

Business Response:

Dear Ms. ******:

We  received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Younkers credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint to the Better Business Bureau that your Younkers account was charged without your permission for  “Cookware/Bakeware” totaling $95.37.  After receiving this item via the United Parcel Service, you  returned it requesting that the item be fully credited to your account.  Furthermore, you state that you have been charged four times for the above item and you are requesting to have $301.48 credited back to your account.

We appreciate you contacting us about your  concerns and we would like to take this moment to explain our findings.

On September 12, 2015, Bank records show your account was charged for cookware/bakeware through Younkers Mail Order totaling $95.37.  On October 10, 2015, your account was credited $95.37 for the above cookware/bakeware item.

Prior to the credit on October 10, 2015, Comenity Bank  received your dispute concerning the above charge.  While we investigated this matter, we issued your Younkers account a temporary credit for the disputed amount and, if applicable, any related finance charges.  This credit appeared on your November 1, 2015, billing statement as a “provisional credit”.  During our investigation, your account was credited for the above item on October 10, 2015; therefore, we reversed the “provisional credit” issued on October 2, 2015.  This also appeared on your November 1, 2015, billing statement as a “provisional credit reversal”.

In our recent investigation, we did not see any additional charges for the cookware/bakeware item; therefore, we are unwilling to credit your account for the requested amount of $301.48 mentioned in your Better Business Bureau complaint.

As of the date of this letter, your account balance is $142.95 which includes a recent store purchase of $140.20 on October 16, 2015.

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your account, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,       

                       

Jack C*******

Consumer Response: this submission fax is whats being rebilled w/revolving 95.37 added after Everytime I redispute. Please call me @ ************ @ your earliest convenience.

12/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: there was an unauthorised deduction from my checking account

Desired Settlement: To get a refund for money taken with out my authorization

Business Response:

Dear Mr. *****

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Elder-Beerman credit card accounts, and we are here to assist you with any account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

Our understanding, as you state in the Better Business Bureau complaint, a payment for $50.00 was taken from your checking account without your authorization.  Furthermore, you are requesting a refund for the amount above.

Comenity Bank understands your concerns in the complaint and would like to explain our findings.

Our records indicate that on November 4, 2015, you  contacted the Customer Service department and selected the pay by phone option through our Interactive Voice Response (IVR), system.  At which time, our system transferred you to a representative who would assist you in getting the payment processed.  After listening to the call between you and our associate, we have confirmed your authorization of the payment for $50.00 through Sun Federal Credit Union, account ending in ****.  This payment satisfied the minimum payment which was due by November 5, 2015.

Further records show on December 1, 2015, you also authorized a payment through our IVR for $50.00.  This payment satisfied the minimum payment which was due by December 5, 2015.

Please keep in mind that payments processed as a pay by phone, or through the IVR, are sent electronically to your financial institution and may post within 48-hours after processing.

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your account, please contact me at ###-###-####, ext. ******* *TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                                                            

                                                                                                                 

Jack C*******

12/26/2015 Billing/Collection Issues
12/23/2015 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sir or Madam, I would like to dispute the following item on my credit report: #2 CCB/VirginAm - Delinquency I ask that the derogatory charge on my credit report be withdrawn as soon as possible. This process that resulted in this charge was inaccurate and incomplete, as described below. In May 2015, Comenity Capital Bank, which issues the Virgin America Signature credit card, determined that their card security had been compromised as a result of fraud, and decided to issue new cards with new account numbers. Though we had been loyal and reliable customers who paid the card balance in full every month, Comenity did not explain to me that this shift in accounts - initiated by them - would disrupt any auto-pay systems set up by its customers. (We paid our card balance via auto-pay / electronic billing through our consumer bank, and at the time Comenity’s action broke the electronic billing change, we had a positive credit balance of $2881.24.) Furthermore, new statements emailed by Comenity were perceived as spam email and never appeared to us, as documented in a recent example (photo attached). As a result, we were not alerted to payments due in July, August or September 2015, and Comenity saw fit to file a charge to national credit bureaus. We believe Comenity took this aggressive action without proper consideration of the circumstances surrounding their own security compromise and the resulting disruption to normal billing. Once we realized our positive credit balance had been whittled down by new monthly charges — which, again, were going to spam — we immediately paid the full balance and have continued to pay each monthly balance in full since. We would appreciate if you would review this matter and have the disputed item delete or retracted as soon as possible.

Desired Settlement: We would appreciate if you would review this matter and have the disputed item delete or retracted as soon as possible.

Business Response:

Dear Mr. ******


We received your complaint, addressed to the Better Business Bureau regarding the abovereferenced
account. Comenity Capital Bank issues Virgin America Visa@ accounts, and we
respond to all account-related inquiries. Your complaint was forwarded to my attention for
review, and I appreciate this opportunity to assist you.


I understand from your complaint that there is a derogatory mark regarding a Virgin America
Visa@ account, appearing an your credit bureau report. You state that you were informed that
your card was compromised resulting in the necessity for you to receive a new card and
account number. This shift in account numbers caused a disruption in your auto-pay though
your consumer bank, in addition your emailed statements were being labeled as spam.
Ultimately the account was reported to the credit bureaus as 30 days delinquent. You would
like the negative reporting removed. We apologize for any inconvenience this matter may have
caused you.


We currently show you as an authorized buyer on the above-noted account. As such, we are
unable to honor your request to remove the reported delinquency as all account change
requests must come directly from the primary account holder. Please note we have responded
directly to the primary account holder regarding this issue.


We hope you have found this information to be helpful. Should you have any additional
concerns please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will
be happy to assist you.

Consumer Response:

I am the primary account holder of the Virgin America / Visa account discussed below. At the request of Comenity Bank, I am writing to affirm earlier details provided by **** *****, an authorized buyer on the account.

With respect to the complaint (Reference ID ********), I am writing to validate that the facts described are absolutely correct. 

To re-summarize:

- We were informed that our card had been compromised, resulting in the need to receive a new card and account number.
- This shift in account numbers caused a disruption in the auto-payment system; in addition, new emailed statements were being labeled as spam and therefore not visible to us.
- Our account was subsequently reported to the credit bureaus as 30 days delinquent. Full payment has since been provided.
- We would like the negative reporting removed. 

I have attached the supporting documentation we provided in connection with this complaint. Please let me know if we can offer additional information.

Thank You, 

****** ******
###-###-####


 

Business Response:

Dear ****** *******


We received your additional complaint addressed to the Better Business Bureau, regarding the
above-referenced account. Comenity Capital Bank issues Virgin America Visa@ accounts, and
we respond to all account-related inquiries. Your correspondence was forwarded to my
attention for review and I appreciate this opportunity to assist you.


We understand from your complaint that you are concerned with the 30 day delinquency that is
appearing on your credit report regarding the above-noted account. You state that the shift of
your account numbers due to your card being compromised caused a disruption in your autopayment
system and your email statements were delivered as spam. You would like the
delinquency removed from your credit bureau report.


Bank records indicate the Virgin America Visa@ account was reported as 30 days delinquent in
August 2015. Please note in the interest in customer setvice we have sent instructions to the
national credit-reporting agencies to remove the 30 day delinquency from August 2015
regarding the Virgin America Visa@ account. Please allow them up to 45 days to update their
records.

We hope you have found this information to be helpful. Should you have any additional
concerns please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). i will
be happy to assist you.

12/21/2015 Problems with Product/Service
12/18/2015 Billing/Collection Issues
12/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ann Taylor store in ******* **** is claiming payment was not received for 2 months. Thats id false. Payments have been made every month in cash in person at the ******* **** location.

Desired Settlement: All late payment fees on the account waived and credit bureau late payments removed. Once that is done I will clear full remaining balance.

Business Response:
Dear****** * *******

We received the inquiry that you sent to the Better Business Bureau (BBB), regarding the above-noted account.  Comenity Bank issues Ann Taylor/LOFT, credit card accounts, and we are here to help answer account-related questions.  Your inquiry was forwarded to my attention, and I appreciate the opportunity to address your concerns.

We understand from your correspondence that the Ann Taylor/LOFT store in ******* **** is claiming payment was not received for two months.  However, you state that payments have been made every month in cash at the store.  You request that  all late payment fees be waived and that we remove all late payment information from your credit report.

Please note, we have reviewed the above-noted credit card account, and we are pleased to share our findings below.

Our records indicate that the payment due date on your Ann Taylor/LOFT account occurs on the 5th of each month.  When a payment is received after the due date, but before the close of the billing cycle, it will be applied to the current cycle.  Furthermore, when the minimum required payments are not received by the due date, the account will be assessed a late fee,  as explained in the Credit Card Agreement (CCA). 

Our records indicate the Ann Taylor/LOFT account was opened on March 27, 2014.  The last purchase of $62.47 was made on August 8, 2015.  The last payment, in the amount of $100.00, was received on November 13, 2015. 

The account billed on September 9, 2015, with a balance of $1,082.65 and a minimum payment of $105.00, due by October 5, 2015.  A payment of $100.00 was received on September 12, 2015, and October 9, 2015.  Because the full minimum payment of $105.00 was received after the due date, a late fee was assessed to the account. 

The account billed on October 10, 2015, with a balance of $938.87 and a minimum payment of $47.00 due by November 5, 2015.  As no payment was received, a late fee was assessed to the account. 

Although we found no billing errors on the part of Comenity Bank, in the interest of customer service, on November 29, 2015, a late fee credit for $35.00 was issued to the account.

As of the date of this correspondence, the account balance is $858.47.

Enclosed please find a copy of the monthly billing statements, which show the account activity.

Please be assured that Comenity Bank has not reported negative payment information to the credit-reporting agencies, regarding the Ann Taylor/LOFT account.

We hope this information is helpful.  If you have any further questions or concerns regarding the account, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####); I will be happy to assist you.

Sincerely,

Tionna M******

12/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Erroneous charges, failure to remove/explain charges, failure to stop billing after informing of father's death, adding and failure to return call or email/correspondence for closure of account. This is a bank that likes to scam people who may not pay attention to misc., charges, etc., or who do not have the resources to fight the battles necessary to fight. This bank need to be thoroughly investigated. This will be brought to the attention to an attorney as well as many others out there who potentially may be caught up in these erroneous and outrageous charges.

Desired Settlement: Explain charges, reverse charges and STOP account on deceased fathers account.

Business Response:

           

Dear ***** ******* and ******** *******:

 

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues Haband credit card accounts, and we are here to help with account-related questions.  Your complaint, sent on behalf of your father ********* ******** was forwarded to my attention, and I appreciate the opportunity to assist you.

 

You state in your complaint that your father is deceased and there are erroneous charges on his account.  You are requesting an explanation of the charges, the charges reversed, and the account closed.  We sincerely apologize for any frustration or inconvenience this matter may have caused you.

 

Please accept my condolences on the loss of your father.  We understand that this must be a difficult time for you and your family.

  

Thank you for speaking with me on December 11, 2015.  Thank you for providing me your father’s death certificate and letter of Testamentary.  Please be assured the above-referenced account has been notated accordingly, and the account has been closed.

       

Please understand that Comenity Capital Bank and Haband are two separate entities.  Comenity Capital Bank is responsible for addressing questions related to Haband credit card accounts, while Haband is responsible for handling matters related to sales, merchandise processing, returns, shipping, and merchandise quality. 

 

Haband VIP Plus is an optional service that is offered through Haband.  This program offers a special introductory price of $1.99 for the first 30 days, and if the consumer does not call to cancel the membership within the first 30 days, the membership fee of $14.97 is automatically billed to the Haband account each month.  Cancellation may be made at any time with no further obligation. 

 

We reached out to Haband, on your father’s behalf, and they confirmed the Haband VIP Plus membership was cancelled on April 11, 2015, and on April 17, 2015, credits totaling $44.91 were applied to the account to remove the Haband VIP Plus membership charges.

 

On August 23, 2015, due to non-receipt of payment, the account was permanently closed and reported to the national credit-reporting agencies as an unpaid debt with a balance of $168.37.

 

On November 23, 2015, the account was sold to Portfolio Recovery.

   

Please be advised, the account has been bought back from Portfolio Recovery, and the Bank has issued credits totaling $168.37 to remove the previously assessed late fees and finance charges.  These credits have posted to the account and brought the account balance to zero.  Due to this account being reported as a charge off, Comenity Capital Bank has sent a request to the credit bureaus to delete the Haband account from your father’s credit bureau report.  Please allow up to 45 days for this information to be updated in their records.

 

We hope you find this information helpful.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely,

Laura R****

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ***** *******

12/14/2015 Billing/Collection Issues
12/14/2015 Billing/Collection Issues
12/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity for Gander Mountain has a third party company Account Assure call their customers for a supposed benefit called account protection. The company Account Assure misrepresented themselves and lied to get approval for their "service". I have not charged on my card for over two years, and I pay $200.00 a month on the account using online banking. They have been falsely charging my account almost $70.00 a month which has INCREASED my balance since June 2nd, 2014. Seems hard to believe that one can pay month;y on an account and have an unauthorized charge billed to you every month for a service you never wanted or agreed to.

Desired Settlement: I am requesting a full refund for all money paid to them for a service that was never authorized.

Business Response:
Dear Mr. *******

We received your complaint, addressed to the Better Business Bureau, regarding the above-noted account.  Comenity Bank issues Gander Mountain MasterCard® accounts, and we are here to help answer all account-related questions.  Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you.

We understand your concerns regarding the Account Assure charges that have appeared on your account, and that you state these are not charges that you agreed to.

Our records indicate that you enrolled in Account Assure on April 13, 2013, and the account has received a charge for this product each month that there was an account balance.  Account Assure was canceled at your request on November 14. 2014.

Please be assured that credits totaling $1,608.23 have been issued to your account for the Account Assure.  Additionally, a credit of $35.00 was issued to remove the most recent late fee added to your account and a credit of $31.60 has been issued to credit finance charges added to the account because of the Account Assure.

We value our customers and hope the information provided is helpful.  If you have any further questions or concerns regarding the account, please contact me at ###-###-####, ext. *******.  I will be happy to assist.

Sincerely,

Justina M********
******** ********* **********

Consumer Response: Consumer contacted BBB via phone call and stated the matter has been resolved to his satisfaction. 

12/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had applied for a credit card with Express. The card was operated through Comenity Bank. I closed the card down. Months later I received a call stating that the card apparently had a balance and they have been sending me letters. I ASKED FOR THE BALANCE WHEN CLOSING THE CARD. I WAS TOLD THAT THERE WAS NO BALANCE. Now months later I receive a collection phone call about a balance of $36 that turned into $211 with late fees. Apparently they have been "trying" for MONTHS to get the repayment. Yet no MAIL or PHONE calls to me. I argued with them, and then finally paid it off. A few months later I get ANOTHER CALL for another balance for the same express credit card through Comenity Bank. Are you kidding?? This time they told me that there were some late charges that were never paid. I argued for a while and PAID THEM ONE MORE TIME FOR THE SAME "BILL" and this time demanded a letter from them saying that the account has been closed, and wanted this to be completely over with. They promised to send it, but I never received it. When I asked for an email, they said they do not send emails and verified my address to ensure I will receive it. Now, 2015, apparently they did a charge off in June of this year saying that the business had to take a loss. Come to find out, when I ran my credit report, in 2013 they did a charge off and one more in 2014. Also, they are keeping this open til 2021. How is this even legal? Being reprimanded for an account I closed, paying for the late fees for an account I never knew existed, and after all that, having ELEVEN COLLECTION AND ONE CHARGE OFF on my credit report from them. I used to have REALLY great credit. In my credit report I had 12 collections listed. 11 was from Comenity bank. One of them was my fault. I had student loans and I didn't keep up with it when the lender changed. But everything else is FLAWLESS. Now I feel like their hostage. They have 11 collections noted and a charge off they renew EVERY YEAR. HOW IS THIS LEGAL, ESPECIALLY WHEN THEY TOOK MY MONEY TWICE!! There is no way this business should stay in business. They will not even provide me with a letter that states that account is no longer active. I started a business last year and my credit card application got rejected, my refinancing for my home got rejected. And because of Comenity bank's charge offs and collections. Who would throw their life away for $36?? At this point I have paid this bank $422 (for the original $36) and they are renewing a charge off on a yearly basis that stops me from running a business. Is this so they can show their business in deficit to the IRS? Someone should reach out to express/victoria secret and any other shops you provide services for and let them know how you are causing them business. I have been turned off from both retailers as I thought choosing a fraudulent bank was a poor reflection of their decisions as a business. What happened to ethics in business Comenity Bank? What do you plan to do to rectify this situation.

Desired Settlement: Please take off the 11 collections & charge off. You NEVER notified me about ANY balance or late fees til MONTHS LATER. And you are reporting a charge off for something I paid.

Business Response:
Dear ******* **********

We have received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Express credit card accounts, and we are here to help answer your account-related questions.  I appreciate the opportunity to assist you with your concerns.

We are also in receipt of your correspondence submitted to the Federal Deposit Insurance Corporation regarding this same matter.  Please find enclosed a copy of our response sent to you on November 23, 2015.

I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Kaija M*******

12/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had contacted Comenity Bank via letter in October 2015 regarding inaccurate information posted on my credit report. Comenity Bank reported me to all three credit bureaus as being late in November 2013. In my letter, I had detailed that due to a billing error on their part (which was resolved in July 2014), my payment was received late. I was told by Comenity/Victoria's Secret that the information would be removed from my credit report, but it still being posted. I have had a good account with Comenity, and would like this inaccurate information to be removed from my credit report, as instructed in October 2015. Comenity is refusing to honor their promise.

Desired Settlement: I would like the 30 day late charge to be removed from my credit report.

Business Response:

Dear ******* *******


We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that your Victoria’s Secret/PINK account was reported delinquent by Comenity Bank in November 2014, after the resolution of a billing error that was resolved in your favor. The delinquency was to be removed but still reflects on your credit bureau report. As a result, you sent a dispute letter to us in October 2015, and you have requested that the delinquency be removed.

Bank records indicate that the billing dispute received in 2014 was resolved in your favor and that the letter indicated the credit bureau agencies were notified to update their records of any changes that needed to be made. Unfortunately, after receiving the October 2015 dispute, you were advised that we could not remove the delinquency and you were referred to contact the credit bureaus. It is never the Bank’s intention to cause a customer a hardship, and we sincerely apologize for the way in which your complaint was handled.

Please be assured that we sent notification to the national credit-reporting agencies with instructions to delete the November 2014 delinquency from your credit file. Please allow the credit-reporting agencies 45 days to update their records.

You are a valued customer and we hope this information is helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Shawnda Y****

Consumer Response: the letter from Comenity references November 2014 and it should be November 2013 as the date I was reported late by Comenity.  If Comenity can send me an updated letter to reflect that the 30 day late charge in November 2013 will be removed, the dispute can be resolved.  Thank you for your help.

Regards, ******* ********

Business Response: We received your additional correspondence, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questions, and I appreciate the opportunity to assist you. Please accept my apology for the incorrect date in the previous correspondence. The delinquency that was reported for November 2013 was requested deleted, and may take 45 days to update on your credit file. You are a valued customer and we hope this information is helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ******* ********

12/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

On 07/12/2015 I ordered a farmstead bed from Pottery Barn, scheduled to be delivered between 07/27-08/11/2015. I never heard from PB, so on 08/12/2015 I contacted PB regarding my order. Upon talking with PB, every time I called PB maintained records of our conversation. After talking with Robin on 08/12/2015, she scheduled delivery for 08/24/2015 with me receiving a window time of delivery on 08/23/2015.

At this time I received a bill from PB credit card for the bed I purchased on 07/12/2015. On 08/23/2015 I never received a call from the delivery company providing me with a window time of delivery. I contacted PB on 08/24/2015, spoke with a gentleman (did not get his name) and he proceeded to tell me the bed hasn't been scheduled for delivery as of today, 08/24/2015. I continued to contact PB requiring about my bed, keep in mind, I am receiving a bill from PB for an item that I have yet to receive.

September came & no bed, but still a credit card bill plus interest for an item I have not received. I again, several times contacted PB, was told my bed will be deducted from my PB credit card statement including finance charges. Once again, I have called at least twenty times regarding my credit card statement and told it would be taken care of.

Here it is, November 17, 2015 and once again I received a PB statement with the bed I never received plus four months of finance charges. My credit score is 800+, I never ever carry a balance and PB continues to send a statement for an item I have never received.

Desired Settlement: I want an apology from PB and I want PB to fix any harm done to my credit rating for being billed for an item that I have never received.

Business Response:
Dear Ms. ********:

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues Pottery Barn credit card accounts, and we respond to account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding the purchase of $1,807.12 that was placed on July 12, 2015, that you never received and you stated that you were advised that credit would be issued for the merchandise, and we apologize for any inconvenience this matter may have caused you. 

We have contacted Pottery Barn on your behalf regarding your purchase for $1,807.12.  Please be advised that credit totaling $1,925.12 was issued to your account on November 20, 2015.  In addition, the previously assessed late fee and finance charges have been credited in the amount of $156.34.  With these adjustments you have a credit balance in the amount of $156.45.  A refund check will be issued and should be received via separate mailing within fourteen days.

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,
Ashley H*****
******** ********* **********

12/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: For the past 3 weeks, I have been receiving telephone calls from this company, morning noon and evening. They will call my number and leave no message. When I called to ask why are they calling they fail to provide any further information.

Desired Settlement: I need for the telephone calls from this company to stop!

Business Response:
Dear Mr. *******

We recently received your complaint, addressed to the Better Business Bureau, regarding the above-referenced credit card account.  Comenity Capital Bank issues your Modell’s MVP® credit card account, and we respond to all credit-related inquiries.  Your complaint was forwarded to my attention and I appreciate the opportunity to assist you.

We understand your concerns with the phone calls that you have received over the last few weeks.

After review of your account, our records indicate that the reason you were being contacted regarding the Modell’s VIP® account is because the account was showing as one billing cycle past due.  When the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account.  Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status.  Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Capital Bank may call you until our attempt to communicate is successful.

When reviewing your account, we show that a payment of $28.00 was scheduled via our online Account Center on September 27, 2015, to be withdrawn from your bank account on October 1, 2015.  This payment was later returned on October 14, 2015, as an unauthorized payment.  Please be advised that we  received a payment of $40.00 on November 18, 2015, and the account is current.

Additionally, Comenity Capital Bank has honored your request to cease all collection calls regarding the Modell’s VIP®  account.  We have updated the phone numbers ending in ***** ***** *** ****, so no calls are made to those numbers.  If you are receiving calls at another number, please let us know.

Please understand, although we have honored your request to cease phone communication with you regarding this account, you are still responsible for the account balance. 

We apologize for any frustration and inconvenience that you may have experienced regarding this matter.  Should you have any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

Justina M********
******** *********

12/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am disputing 2 charges on my Full Beauty account number *********** My account was closed in August 2015. There have been two charges made on this account that are not mine. One was made 9/29/2015 King Size Catalog for 204.70 and another was made 10/20/2015 Woman Within for 113.98. I do not have corresponding charges on my account, and Full Beauty refuses to communicate with me via their secure message center on the matter. I do not want to speak on the telephone as I will have no way to document the call

Desired Settlement: Remove these items from my charge card

Business Response:


Dear Ms. ******:


We received your complaint, addressed to the Better Business Bureau. regarding me account referenced
above. Comenity Bank issues Full Beauty credit card accounts, and we are here to assist you with all
account-related questions or concerns. I appreciate the opportunity to respond to your concerns.


We understand from your complaint that you are disputing two charges on your Full Beauty account.
You state that, even though your account was closed in August 2015, two orders have been processed to
the account, that are not your own. You further state Full Beauty refuses to communicate with you via
their secure message center, and you do not want to speak on the telephone as you would have no way
to document the call. You would like the charges removed from your account.


Please find the detailed account history below. I have enclosed a capy of the billing statements which
show the account activity that comprised the account balance.


Please understand that Comenity Bank and Full Beauty are two separate entities. Comenity Bank is
responsible for addressing questions related to Full Beauty credit card accounts, while Full Beauty is
responsible for handling matters related In sales, merchandise processing, returns, shipping, and
merchandise quality.


Please also understand that BrylaneHomeO. Jessica London@, KingSie@, Roaman's@, Full Beauty, and
Woman Withim allow cross shopping. This means that items ordered from one retailer may be darged
to any of the listed credit cards. For instance, a Woman Within catalog purchase may be charged to the
Full Beauty credit card account and vice versa.


I have spoken to Full Beauty on your behalf, and they verified your order details. Your charges were
processed on a 90-day deferred payment plan. Itemspurchased on a deferred billing plan are not added
to your credit card account balance until the prnmotional time period is complete. Deferred purchases
that are returned during the deferment period will have he charge and credit processed at the time of
return, which may result in charges to your credit card prior to the expiration of the 90 day deferment.


Catalog Clistomer Senrice was not contacted prior to the 85'"ay following the shipment of your purchase
to provide an alternate payment method. Therefore, your purchases were charged to the Full Beauty
account which was provided when you submitted your orders. Comenity Bank will allow deferred
purchases to be charged to a closed account, as long as the purchases were made prior to date the
account was closed.


Our research shows these are Me following transactions that were posted to your Full Beauty account:
I have reviewed your account as well as the applicable billing statements, and the Bank is able to confirm
that the charges applied to your credit card account correspond with the catalog's order infomlation.
You are a valued customer, and w sincerery apologize for any frustration and inwnvenience this matter
may have caused you. Should you have any further questions or concerns, please do not hesitate to
contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist
you.

Sincerely,
Amanda R**
******** ********* **********

12/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received my bill for November. The bill is showing Previous Balance of 287.60. It showed a $20 payment and a $19.07 credit then it shows a purchase of $26.57 bringing the total to $281.72 If you total that you can find that is not correct. I returned a Tunic and that was my $19.07 credit then they added a $7.50 return charge. Still that does not bring my bill to a balance of $281.72 I did not make a purchase on 10/20/15 as they stated. The order they sent me was on back order from this past summer and I had already been billed for it. They are stating I ordered again on 10/20/15. I have also repeatedly asked through emails that they cancel my account and then I wrote "cancel account" on my bills. They have repeatedly ignored me. They continuously send poor quality clothing that shrink and hang very poorly. I DO NOT WANT THEIR BUSINESS ANY LONGER. I have a daughter who has been trying to cancel her account and they have refused her as well. Her name is ***** *****

Desired Settlement: I want a total refund on the amounts they are showing that they have billed me for on this bill. I have a copy of the bill, but I have no way of uploading it to you. I want my past bills to be looked at. My bill should not be this high in the first place. I have sent BACK numerous items due to the sizes being totally exaggerated and poorly made. I want my account cancelled. I have not ordered from them for several months. I would say about 4 months maybe more.

Business Response:

Dear Ms, ******


We received your complaint, addressed to the Setter Business Bureau, regarding the acmunt
referenced above. Comenity Bank issues Woman Within@ credit mrd accounk, and we are
here to assist you with all account-related questions or concerns. I appreciate the opportunity to
respond to your concerns.


We understand from your complaint you do not believe your balance is correct. You are
concerned you are being billed twice for a back ordered item that you ordered this past summer.


You further state you have requested the account to be cancelled multiple times, but the
account has yet to be cancelled. You would like a total refund on the amounts the Bank has
billed you for, and the account to be closed.


Thank yolj for taking the time to speak with me on November 19. 2015. Per our discussion. we
have researched your account, and I am happy to share our findings.


Please note that Woman Within and Comenity Bank are two separate entities. The Bank issues
and is responsible for addressing questions related to the Woman Within@ credit card account.
Woman Within is responsible for handling matters related to sales, merchandise processing,
returns and shipping.


Additionally, please keep in mind, when ordering merchandise by mail, your credit card account
is charged for the cost of the merchandise, as well as shipping and handling. When the
merchandise is returned, your account is credited for the cost of the merchandise only; shipping
and handling is not refunded. In addition, if the provided return label is used to return the
package, We return label fee is also charged to the account.


If an item is backordered, the charge for those items, including any shipping and handling
charges not applied to the original shipment, and any taxes, won't be charged to your account
until the backordered item is shipped.


Bank records indicate you have processed multiple orders and returns with Woman Within to
your Woman Within@ credit card account. I have enclosed copies of your billing statements
which show the account activity that comprised the account balance.


We have spoken to Woman Within on your behalf, and they have advlsed that the 'paradise
turquoise tie dye s h j f was back ordered on August 23, 2015, and was sent on October 20,
2015. You were charged for this item once on October 20, 2015, in the amount of $19.07.
Woman Within received your return far this item, and processed a credit of $19.07 on November
8, 2015.


The Bank has reviewed the account, and we find the balance to be valid. As such, we are
unwilling to refund any charges pertaining to the balance.


If you have further questions regarding the orders billed to your account, or merchandise quality,
please contact Woman Within at ###-###-####.


The bank has no record of any previous correspondence where you requested the account
closed. However, per your request, the account was closed on November 19,2015.


We hope you find this information to be helpful. Should you have any further questions
regarding your account, please contact me at ###-###-####. ext. ******* (TDD/TTY 
###### It is often easier to resolve a matter, if we can discuss it. Please contact me if you
feel this matter has not been properly resolved. I will be happy to assist you.


Sincerely,
Amanda R**
******** ********* **********

12/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: SINCE JULY/AUGUST, WHEN I HAVE MADE A PAYMENT BY CHECK WHETHER IT BE ON LINE OR BY PHONE THE PAYMENT GETS REJECTED FROM THE BANK. THE FIRST TIME IT HAPPENED, I CALLED AND RE DID THE ACCT NUMBER AND THEY SAID IT SHOULD BE GOOD. IT WASN'T. I THEN GOT LATE FEES AND RETURN CHECK FEES. THIS HAPPEN 2 MORE TIMES. THEY DID REFUND THE FIRST 2 TIMES BUT NOT THE 3RD. IN BETWEEN THE 2ND AND 3RD TIME I VERIFIED MY ACCTOUNT NUMBER WITH THE BANK AND THEM SO IT APPEARS THEY ENTERED IT WRONG. THEY REFUSE TO REFUND THE FEES. THE 3 PEOPLE I TALKED TO ALL SAID THAT IT WAS NOT THERE FAULT AND I JUST NEED TO PAY THE FEES. THE FEES ADD UP TO $91.00 AND I ONLY OWE $115.00. THEY SAID THEY WOULD FILE A REPORT REGARDING THIS AND I WOULD BE CONTACTED IN 2 WEEKS BUT WOULD NOT LET ME HAVE A COPY OF THE REPORT OR LET ME FILE THE REPORT. I WANTED DOCUMENTATION OF THE REPORT BUT THEY WOULD NOT GIVE IT.

Desired Settlement: I WOULD LIKE THE FEES TO BE REFUNDED AND FOR IT NOT TO BE ON MY CREDIT REPORT.

Business Response:

Dear Ms. ******

We have received your complaint regarding your maurices credit card account. Please be
assured, we are here to help with your concerns. Your complaint, addressed to the Better
Business Bureau, was forwarded to my attention and we appreciate the opportunity to assist
you.

We understand from your complaint that starting in July 2015, you scheduled online payments
which were returned by **** ******** ******* ****** ***** referencing the account number
provided is invalid. As a result of this matter, your maurices credit card account has incurred
fees totaling $91.00. You contacted Comenity Bank to have this matter rectified, by providing
and verifying your checking account information; however, this matter continued and your
account was assessed additional Bank fees. In addition, you state your maurices account was
refunded for two of the three Bank fees assessed. On November 17, 2015, you filed a customer
complaint in regard to this matter, and you are currently waiting to receive a follow-up call with
feedback on this matter.

You are requesting Comenity Bank refund all Bank fees pertaining to this matter, and not to
report delinquencies to the credit-reporting agencies.

We apologize for any frustration this matter may have caused you. Please be assured, the Bank
has conducted a thorough investigation into your maurices credit card account, which included
reviewing your maurices payment history as well as reviewing applicable phone conversations
pertaining to this matter, and we would like to share our findings.

In July 201 5, a new bank routing number ending in ***** and checking account number ending
in ****, was used to make payment to your maurices credit card account. Bank records
indicate an online payment of $25.00 posted to your maurices account on July 8, 2015, and
was returned on July 13, 2015. An additional online payment of $31.OO posted on August 11
2015, and was returned on August 14, 2015. Lastly, a payment of $60.00 posted on November
07, 2015, and was returned on November 12, 2015. Please note, all the above referenced
payments utilized the new checking account information and were returned as invalid bank
account numberlunable to locate. Additionally, Bank records indicate that the first two returned
payments were scheduled online through our online Account Center. The $60.00 payment was
scheduled over the phone with a Bank representative. Please be assured that we have
reviewed this call and we find that our representative asked if you wanted to use the information
on file from your previous payments and she provided the last four digits of the account number
and the financial institution name. You confirmed this information was correct and asked her to
schedule a $60.00 payment.

In the interest of customer service, I contacted **** ******** ******* ****** ***** at ###-###-####,
and spoke with a bank representative who advised that you will need to contact the
bank directly to verify your routing and checking account numbers. Per the **** ******** ******* ****** *****

representative, checking account numbers consist of ten digits not eight
digits as listed on the returned payments.

Please be advised that the fees assessed to the account as a result of this matter are valid.
However, in the interest of customer service, the Bank credited a $31.00 returned payment fee
on August 18, 2015, and removed the 30-day delinquency that was reported for August 2015.
Due to the continued returned payment matter, the account was again reported as 30-days past
due in November 2015. Please be assured, as an additional courtesy to you, we have removed
the delinquency and credited the $31.00 late fee that was assessed on November 11, 2015.
This credit will appear on your next billing statement. Please allow 45 days for the creditreporting
agencies to update your credit report.

I hope you find this information to be helpful. Should you have any further questions or
concerns, please do not hesitate to contact me at ###-###-####, ext. ******* (TDD/TTY 
###-###-####). I will be happy to assist you.

Sincerely,

Geanine M*****
******** ********* **********

12/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a credit card with Victoria secret . I had my debit card stolen in May which cause a NSF on this payment I had to fix this issue with my bank and ultimately closed that bank account . I opened a new bank account and set up a payment online to come out of my new account in August I had a payment return again on the 7th I switch the last two digits of my account number by mistake I am very dyslexic . I received a letter August the 12 th from comenity bank stating I had to make 3 on time payments over the course of the next 90 days and that I could submit any disputes in writing to the Ohio address . My payment due date is the 13th of each month I did make a payment August 10th that processed perfectly after I corrected my mistake . I own that I had made a mistake I have August ,sept ,oct & nov payments on time I even had the first bank send me a letter stating that my card was stolen and that it took 3 days for them to place funds back in my account causing the payment error I sent this along with a hand written letter to the OH address OCT 16th . I never received a response back I called customer service and was hung up on . I have corresponded thru messages on the website and was unable to to get any where they are now telling me I have to wait 6 months which I have the letter stating 90 days from the company . I am extremly frustrated with the horrible customer service I have received I feel like I have been lied to and that they are trying to scam people . I only have a $5 balance remaining 6 months would be impossible .

Desired Settlement: I want the company to restore my credit line. I received a letter stating 90 days consecutive payments and I have completed my part . I feel they should have to keep there word per the letter they mailed out dated 08/09/15

11/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2013 I was alerted to an account that was fraudulently open with Victoria's Secret via credit monitoring. I quickly added a fraud alert to my credit file and contacted the company billing department. The gave me the number for Comenity Bank. I spoke with a rep and explained that this account was opened without my knowledge and I wanted the account closed and the remarks to be removed off of my credit file. She explained that they had to do an investigation and once complete they will removed the information. I provided her with identifying information and waited for a response. No response came and when I called again the rep stated that the account was mine and a better start paying. I then disputed this information with the credit agencies as a fraudulent account I was told that I needed to wait until they contacted this company. The information came back to all three as verified account. I was livid and my wife wrote the bank and all three credit agencies disputing this information again. A few months later after going back and fourth with them my wife and I received a phone call from their collections department. He rep on the phone was very nasty to me and my wife both. I tried to explain to him that I do not owe them any money because the account was opened with out my permission . I also explained to him that I called and reported this to them as soon as I found that the account was listed as mine. He then accused my wife of opening the account behind my back I stated to him that they do not carry my wife's size due to her being plus size woman. He laughed and asked if I opened the account for my skinny girlfriend. I was appalled at his statements and asked them to send me a copy of the application or contract with my signature on it. He laughed and promptly hung up. We tried again for over a year to dispute this account with them and the credit agencies . I added a statement to my credit file to ensure that anyone would see that I did not authorize this account to be opened. This back and fourth has went on until June 2015 when I received a phone call for a collection agency that they sold my information to. Again I contacted Comenity to inquire how they knowingly sold an account that they knew was opened by an identity thief. I have sent them many letters most certified requesting that they send me paperwork, contracts,card slips, packing slips or anything with my signature on it. I asked for a copy of my photo ID that should have been taken when they opened the account. I have never received any debt validation from them or the new collection agency that they sold this information to in 2015. I have never received a bill from them a card or anything. This company allowed use of my stolen information to obtain credit, allowed the thief to rack up a high bill after they had been notified and damage my credit and effected my job when my score dropped almost one hundred points. Then to add insult to injury the accused me of and affair on my wife and sole this bad information to another company whom which has started harassing me for a bill that was never of my making. Now when I call about this account they refer me to the new collection agency and when we call the collection agency informed me that it is Victoria's Secret responsibility to fix this mess and there was nothing they can to. This nightmare has put stress on me since my wife and I first discovered it. I have had issues at work and am not able to obtain credit with the terms I have always been able to get before they allowed a the fraud account to be opened without taking care that the information belonged to the person applying for credit. My wife and I have done everything we could to get this bank to remove this information.

Desired Settlement: I want Comenity bank to recall and delete the information the sold to a third party agency. I want them to provide me with a letter on company letterhead that this will be removed from my credit file within thirty days and better safeguards for victims of id theft when they contact their company directly.

Business Response:

Dear ******* *******

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

Your complaint states that you are a victim of identity theft, you never opened a Victoria’s Secret/PINK account, and you filed a fraud claim with Comenity Bank previously, and you were held responsible. Furthermore, you state that the account has been sold to an outside collection agency, and you want the account recalled and removed from your credit file; it is hurting your credit score and employment.

After researching our records, we were unable to locate a Victoria’s Secret/PINK account in your name. We apologize for any inconvenience or frustration you have experienced as a result of this situation. In order for us to further research your fraud claim, we need additional information to locate the account. Please provide the following:

• The credit card account number
• The name as it appears on the account
• The social security number of the named accountholder

This information can be mailed to the address above, or you may fax it to my attention to ###-###-####. Once received, we will further investigate this situation for you.

Again, we apologize for any inconvenience this situation has caused you. If you have further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.


Sincerely,
Shawnda Y****
******** ********* **********

11/30/2015 Problems with Product/Service
11/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was out of the country due to death of my father and on 8/19/2015 called to make a past due payment. The late fee of $25 was supposed to be credited - and it was not. Then because of the automatic payment didn't go thru I made 2 payments in August for $320. Due to the $25 not previously credited - the min balance was $325 - and another late fee was charged on October 28. And now I am being refused the credit. Currently my account is set up on automatic payment from my bank for $160/mo

Desired Settlement: The late fee of $35 charged Oct 28th must be credited. As I made the payment of $160 on Oct 22 - not knowing the previous late fee of $25 WAS NOT credited

Business Response:

Dear **** ****:

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues RH credit card accounts, and we respond to account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding the $35.00 late fee that was assessed on October 28, 2015, and you would like it removed.  I apologize for any inconvenience this matter may have caused you.

Our records indicate that on September 2, 2015, a billing statement was issued with a payment of $160.00 due by September 28, 2015.  As no payment was received, a late fee of $35.00 was assessed to your account, in accordance with the Credit Card Agreement (CCA).  A copy of the CCA is enclosed for your review.

On October 2, 2015, a billing statement was issued with a payment of $325.00 due by October 28, 2015.  A payment of $160.00 was received on October 5, 2015.  The previously assessed late fee in the amount of $35.00 was also credited on October 5, 2015.  Another payment of $160.00 was received on October 22, 2015.

As the full minimum payment of $325.00 was not made by October 28, 2015, a late fee of $35.00 was assessed, in accordance with the CCA.

In the interest of customer service, we have removed the additional late fee of $35.00.  Please be aware that three late fees have been assessed to your account since July 2015.  All of the late fees were valid; however, they have all been credited to your account, as a courtesy of the Bank. 

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****
******** ********* **********

11/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charged at Lane Bryant. They called me said I owed them 100 dollars. Just received bill for 47 dollars I paid my Lane Bryant account out in full. Then I received a bill 2 days ago. Now they say I owe them 55 dollars. These charges were not on my last bill and I have not charged anything for months. Now they say I owe them late charges and other fees. I have called them and no problem solved.

Desired Settlement: Would like the erroneous charges taken off bill. Will never use credit card again. Learned lesson

Business Response:
We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Lane Bryant Retail credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you paid your balance in full and you are receiving calls from Comenity Bank stating that you owe $100.00.  Then you received a statement indicating a balance of $47.00.  Additionally, you state that recently you were told that you owed $55.00 for late fees.  You are requesting that the Bank remove these charges due to you have not purchased anything and you have paid the balance in full.  I am happy to share my findings with you.

After reviewing the account, our records indicate that a statement was issued to you on October 12, 2015, with a balance of $55.00 due to a returned payment of $30.00 and the returned payment fee of $25.00 assessed by the Bank in accordance to our Credit Card Agreement (CCA).  Enclosed is a copy of the CCA for your records.  Additionally, enclosed are the statements for the months of July 2015 through October 2015, showing how the Bank derived the balance of $55.00.

Please be aware that the account billed on November 11, 2015.  Your statement was issued indicating a balance of $57.00, with a minimum payment of $25.00 due by December 7, 2015.  In the interest of customer service, we have removed the finance charge that was assessed.  As such, your balance is $55.00 with a minimum payment of $25.00 due by December 7, 2015.

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your account, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Renee S****
************

11/24/2015 Billing/Collection Issues
11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/29/12, I applied for a credit card at the Room Place that I know understand was backed by Comenity Bank. A couple of months ago, I realized that my account has been being charged for insurance that I did not realize I signed up for when opening this account. I asked that Comenity Bank to stop the insurance and refund the past fees I've been charged. I recently received their response that the insurance has been stopped, but since I "signed-up" for the insurance they are not going to refund me. When I was applying for the credit card it was never explained that I would be receiving an additional charge for insurance. I know these things are a scam and not necessarily always communicated to the consumer. In their response, Comenity Bank provided a copy of the original credit application where my initials and date at the "No" option are actually scratched out and there is information in the "Yes" section. This leads me to believe that I originally choose to not receive the insurance and either wrongly convinced or the paperwork was modified. They are misleading people by signing them up for unnecessary insurance.

Desired Settlement: I would like the ENTIRE amount of the insurance fees return/refunded to account.

Business Response: Dear Mr. **********

We received your complaint, addressed to the Better Business Bureau, regarding the credit card account referenced above.  Comenity Bank issues and services The RoomPlace® credit card accounts.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding charges billed to your account for the Chargegard Plus insurance program. 

Chargegard Plus is an optional product that is offered to The RoomPlace customers.  Our records indicate that you elected to be enrolled into Chargegard Plus on April 29, 2012, when your application was submitted.  In the optional insurance program section of the application you included your initials, date of birth, and submission date.  A copy of the application is enclosed for your reference. 

We value your loyalty as a customer and in the interest of customer service; the Bank has issued additional credits totaling $750.24 for all of the Chargegard Plus fees that were assessed to the account.  Also, a credit for $16.11 was applied to your account to remove the interest charges associated with the Chargegard Plus fees.

We apologize for any inconvenience this matter may have caused you.  We look forward to the opportunity to continue to service your The RoomPlace® credit card account.  If you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****
******** ********* **********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ******* *********

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Goddys is saying that I owe them 1300 when I have not charged anything to my goodys card. The account is in collections. When I signed up for the card they had a special when you got the card of getting three magazines free for three months I did not remember to cancle the magazine. They are saying that I went and chared a bunch of stuff to the card which I did not. I bought a coat and a pocket book in December of 2014 for me and my son and paid cash. I bought too shirts in march for my birthday and that is when I took out the credit card to get a discount on the shirts. I used my boyfrieds debt card to pay for the shirts and I have not used to goody's card. They say that it is not the magazines that caused the bill to be so high. They also accused me of going on a spending spree with the card and because I do not have a job i was using the card and charging all kind of things. It is in a collection agceny and they will not tell us what was charged. I have the recepits and bank statement showing what was paid. I feel that the collection agency is being to aggresive and will not listen to me. They have put my boyfrinds name of the goody's card which should not be there because he did not authourize it. He was not with me. I used his debit card to pay for the two shirts I bought in March of 2014 but, I did not authorize the putting his name on the Goody's card

Desired Settlement: I want Goody's and there colletion agency to tell us exactly what we own and I want them to tell us why we owe this bill because i did not charge anything to the credit card. I want Ricky Allen Williams name cleared so his credit rating will not be hurt because he did not sign for this card.

Business Response:

Dear Ms. ******

We have received your cornptaint regarding your Goodys credit card account. Please be
assured, we are here to help with your concerns. Your complaint, addressed to the Better
Business Bureau, was foiwarded to my attention and we appreciate the opportunity to assist
you.

We understand from your complaint, when you initially signed up for the Goodys credit card
account, you were advised of a promotion in which you were to receive three free trial months
of magazines subscriptions. After the three months interval concluded, you were to advise if
you wanted to continue receiving the magazine subscriptions or cancelling the program in its
entirety. Noted in your complaint, you state, after the three months trial expired, you did not
properly follow through with the cancellation procedures, and have received several monthly
charges as a result of the magazine subscriptions.

You also state that you were advised by Goodys that you currently have a balance of $1,300.00,
as a result of purchases charged at Goodys retail store. However, your purchase in December
2014, consist of two items that you paid for in cash. An additional purchase was made in
March 2014, for two shirts; however, this purchase was placed on an alternate credit card.
Lastly, you state ***** ***** ******** name was added to your Goodys credit card account
without authorization from either party.

You are requesting Comenity Bank show the account activity that comprised the account
balance, and to remove ***** ***** ********* name from your Goodys credit card account so his
credit rating will not be affected.

We apologized for any frustration this matter may have caused you. Please be assured, the
Bank has conducted a thorough investigation into your Goodys credit card account, which
included: reviewing your Goodys monthly billing statements, as well as reviewing the call dated
November 2, 201 5, and we would like to share our findings:

The Goodys credit card account was opened on March 21, 2014, the last purchase of $18.00
was on July 28, 2014, and the last payment of $26.45 posted to the Goodys account on March
21, 2014. The account was written off on April 7, 2015 due to non-payment with a remaining
balance of $369.83. The account was then purchased by another lender on May 15,201 5.
Please be assured, ***** ***** ********' name has been removed as the authorized buyer,
from your Goodys credit card account and notification has been sent to the credit reporting
agencies advising of such. Please allow up to 45 days for this information to be updated in their
records.

I hope you find this information to be helpful. Should you have additional account related
questions or concerns about this matter, please contact ************ ******** ***** at ###-###-####.

Sincerely,

Geanine M*****
******** ********* **********

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am an account holder of a credit card through this company. I was under the impression that my personal checking account was on automatic withdrawal for the monthly payments. I was looking at my credit bureau today, noticed that my overall credit score has significantly dropped due to non payment of this account. I promptly called customer service, was in contact with a few representatives that were fairly hard to comprehend due to their thick accents, eventually I was transferred to someone that I was able to understand. I explained to her what was going on, she informed me that their company does not have auto pay for any of their accounts. She Would not give me proper answer when I offered to pay off the full account balance immediately, in return for them to dispute the credit bureaus, and take off the negative remarks from my account.

Desired Settlement: This was obviously either a clerical issue, or a complete misunderstanding on both parties side. I don't think I am being unreasonable to ask for them to dispute the credit bureaus in exchange for me paying the balance in full. This situation seems very unethical to me, most of my monthly bills are on automatic pay, so when a small $30.00 amount doesn't withdraw from my account it is hardly noticeable. I have absolutely no problem paying the entire balance, it is money that is owed from me to the company, I of course would expect them to dispute and correct the significant damages this whole scenario has caused to my Credit bureaus.

Business Response: Dear ***** ******

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Express credit card accounts, and we are here to help answer account-related questions.  I appreciate this opportunity to address your concerns.

We understand from your complaint that you were under the impression that the account was enrolled in automatic bill pay to pay your monthly payments.  It was not until you viewed your credit report that you realized payments were not being made to the account automatically  Once you were aware you contacted the Bank, and were advised the account does not have an automatic bill pay option; at which time, you offered to pay the account in full in exchange for an update to your credit report.  We apologize for any frustration this matter has caused you.

To provide the best customer service possible, please note the following ways in which payments can be made.    

Online: Online payments submitted before 11:00 p.m. Eastern Time (ET) can be credited to your account the same day.  Online payments submitted after 11:00 p.m. ET will be credited the following day (or on your future scheduled payment date).  This disclosure is provided to a customer prior to confirming the payment.  Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your Express account. 

Mail: Send your payment and payment coupon in the envelope that came with your billing statement.  We recommend allowing a week for the payment to arrive.  If you are a paperless customer, print out a payment stub on the online account management site so your payment is processed as quickly as possible.

Phone: If you need to make an expedited and convenient payment, you may call us at the phone number on the back of your billing statement to speak to a Customer Care representative.  A processing fee of $9.00 applies to same-day payments made with the representative.  Please be advised this option provides our customers assurance that a payment has been received on the account.  Additionally, the processing fee is minimal compared to a possible late fee, and is added to the total balance.  You may also complete a payment in the automated system with no fee.

Although the Bank finds no error, in the interest of customer service, we have issued a credit of $58.46 for the late fees and finance charges assessed for the September 2015 and October 2015 billing cycles.  As of the date of this letter your current balance is $36.86.

Furthermore, we have sent instructions to the credit-reporting agencies to remove the recent delinquencies reported.  Please allow the credit bureaus 45 days to update their records.

We hope this information is helpful.  Should you have any other questions or concerns regarding this letter, please feel free to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely,

Kaija M*******
******** ********* **********

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year, I called New York & Company to develop a solutions to change my billing due date because I am paid once a month. When I spoke with a Customer Service Representative about changing my due date, he informed me I could not change the due date. In September 2015, I called New York & Company about changing my due date and I was informed about a Customer Service Representative that I could change my due date, but my account must be current. This month, I called New York & Company again about the same issue and a Customer Service Representative informed me how to change my due date and when I should call New York & Company to change my due date. The Customer Service Representative this month was the first individual to explain the process of changing my due date. If I received the proper information, last year, I would have not accumulated $245.00 plus of late fees.

Desired Settlement: Therefore, New York & Company needs to refund all my late fees from Jan. 2014 to October 2015. In addition, the company and I need to work out a payment due date that works for me and the company. For me, the best due date will be on the 15th of each month.

Business Response:

We received your complaint, addressed to the Better Business Bureau, regarding the above-noted account.  Comenity Bank issues New York & Company credit cards, and we respond to all account-related questions.  Your correspondence was forwarded to my attention, and I appreciate this opportunity to assist you.

I understand your concerns regarding the due date on your account, and the late fees that have been assessed.  We apologize for any inconvenience or frustration this matter may have caused you.

Previously, due to system constraints, account due dates were unable to be changed.  However, we are pleased to inform you that, due to recent system enhancements, Comenity Bank now has the capability to offer due date changes for customer accounts when available.

A review of your account indicates that you have already requested, and been approved for, a due date change from the 2nd of each month to the 16th of each month.  Your next monthly payment will be due on December 16, 2015. 

Please keep in mind when payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the Credit Card Agreement.

Enclosed, please find copies of your monthly billing statements for the months of December 2013 through October 2015.  During this time-frame, your payment due date was the 2nd of each month.  A review of the statements indicates the following information with regard to your payments:  

  • No payment received for due date: February 2014, June 2014, September 2014, November 2014, January 2015, March 2015, May 2015, and August 2015 
  • Payment received after the due date: July 2014 and October 2015
  • Payment received for less than the minimum required for due date: March 2014, April 2014, and September 2015                

The late fees assessed to your account, due to the payment information noted above, are valid; however, as a one-time courtesy, we have issued credits totaling $70.00 for the two most recently assessed fees.  We respectfully decline your request for further adjustments. 

I hope you find this information to be helpful.  Should you have any further questions, you may contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.

                                                                            

Sincerely,

Melissa L******

******** ********* **********

11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: unrelenting phone calls 8-10 times a day at all hours from comenity bank tel# ###-###-#### 0r ###-###-####. i have registered with do not call registry for many years ,still this bank is calling us at all hours . we want this toots.

Desired Settlement: stop this calls immediately

Business Response:
Dear Ms. ******:
Thank you for contacting Comenity Capital Bank, regarding your concerns.  As the bank that issues numerous credit card accounts, we respond to all credit-related inquiries.  Your inquiry, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to assist you.
We understand your concerns regarding the telephone calls being received and we apologize for any inconvenience you have experienced regarding this issue.  Please be advised that Comenity Capital Bank was attempting to reach our customer regarding a personal business matter.
Please be assured that we have updated our records, and you should not receive any further telephone calls from Comenity Capital Bank, at the telephone number ending in **** *oncerning this matter.

Should you have any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to assist you.  

Sincerely,

Justina M********
******* ********* *********

11/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have called Victoria Secret numerous time over the last 4 years trying to close the account as we'll as closing it in store. In the last year I have learned that the account which I no longer have information to or have access to is indeed still open. I found this out via credit karma. I called head quarters again and asked for the account to be shut down. I was informed I did not have an account. I am still showing several months later with an account open with Victoria Secret. I filed a despite through the credit disputed sight. Nothing was changed because according to Victoria secret I still have an account open with them. This is not an account I have used in well over 3 years and it is negatively affecting my credit. I did not know where else to turn.

Desired Settlement: I want my account permanently closed, corrected through the credit bureau and an apology for making my life more difficult.

Business Response:

Dear ******** ********

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that you have tried closing your Victoria’s Secret/PINK account by telephone calls and going into the store. You discovered through credit karma that the account was still open and after calling Victoria’s Secret headquarters, you were advised that you did not have an account. You also filed a dispute with the credit bureau; however, nothing was changed. You are asking that the account be permanently closed, corrected at the credit bureau and an apology for your experience.

Please be assured that it is never our intention to cause a customer a hardship. After reviewing your account information at the Bank, our records indicate that you called in July 2015, and attempted to close your account via the Bank’s Interactive Voice Response (IVR), system. Unfortunately, we were unable to determine why the account did not close. Additionally, please note that Victoria’s Secret and Comenity Bank are separate entities and Victoria’s Secret is unable to close a customer’s account.

The Bank received a credit bureau dispute, on your behalf, from TransUnion in October 2015. The dispute indicated that you were disputing the account being your account, and contained no information regarding closing the account. Therefore, we verified that the account was valid and reporting correctly.

Please be assured, as of the date of this letter, your Victoria’s Secret/PINK account has been closed. Additionally, we sent an emergency credit bureau update to the national credit-reporting agencies with instructions to update your records. Although we asked for this to be expedited, please understand that this can take them 45 days to update their records.

Furthermore, we want to make you aware that the address listed on your complaint is different than what is listed on the Victoria’s Secret account. Although the account is closed, if you would like to have this information changed, please contact me at the number(s) below.

We sincerely apologize for the inconvenience you have experienced, and we hope this information is helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Shawnda Y****
******** ********* **********

11/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They have the wrong number and are calling to collect someone else's debt. I have no debt and have never done business with this bank. They are harassing me - They call me up to 6 times a day from a variety of different phone numbers and refuse to believe that they have the wrong number. I finally purchased a call blocker that records the date and times of their calls. When I get home every day I am appalled to see that they called every hour, sometimes twice in one hour, between the times of 7:30 am and 8 pm at night. THEY HAVE THE WRONG PHONE NUMBER and they refuse to put me on their don't call list. They are harassing the wrong person at the wrong phone number!

Desired Settlement: I want them to never EVER call ###-###-#### again!

Business Response:

Dear **** ********

We have received your complaint, addressed to the Better Business Bureau, regarding the telephone calls received from Comenity Bank.  Comenity Bank issues various credit card accounts, and we are here to assist with your concerns.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that you have been receiving telephone calls from Comenity Bank regarding a matter not related to you.  You indicate that you do not have an account with Comenity Bank, and you are requesting that the Bank stop calling you at the telephone number ending in ****.  I am happy to share my findings with you.

Please be assured that the Bank has honored your request to cease all phone calls to the telephone number ending in ****, regarding the matter unrelated to you.

If you are receiving phone calls from the Bank on a different telephone number, regarding a matter not related to you, please do not hesitate to contact us directly.

We hope you find this information helpful.  Please accept our apology for any inconvenience that you may have experienced regarding this matter.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                            

Renee S****

******** ********* **********

11/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

On May 6, 2015 I opened a account at the Avenue. When I opened this account I paid cash, the women did not tell me that it was going to be charged to my new account. And now they say I owe them I wrote to them disputing these charges. They wrote back and told me to submit a receipt in which I didn’t  save.

 

Desired Settlement:
To take this charge off my account.

Business Response:

Dear Ms. ***********

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you opened an account on May 6, 2015, in a retail Avenue store.  You also state that when you made the purchase on that day you paid cash for the purchase.  Additionally, you state that you disputed the charge for this purchase on your credit card and were advised to send in the receipt for this purchase to further investigate this matter.  You are requesting the charge be removed from your account due to you no longer having the receipt for this payment.  I am happy to share my findings.

Bank records indicate that we responded to this complaint on August 26, 2015.  Enclosed is a copy of the previous letter for your review.

Please be advised that Comenity Bank and Avenue are two separate entities.  The Bank is responsible for addressing questions related to your credit card while the Retailer, Avenue, is responsible for the handling of matters related to sales, merchandise processing, returns and shipping.

After a review of the account I found that the account was opened on May 4, 2015, at the Avenue store located at ***** ******** ******* ********* ** *****.  At that time a purchase, in the amount of $42.00, was placed on the Avenue credit card.  As no payments were received by the Bank, late fees and finance charges have been assessed to the account.

As of the date of this letter, the account balance is $213.71 with a minimum payment of $55.00 due on November 13, 2015, and the account is five billings cycles past due.  If the account exceeds six billing cycles past due, the account may be closed, written off and reported to the credit-reporting agencies as an unpaid debt.  This information could remain on your credit report for up to seven years.

If you choose to set up suitable payment arrangements, please contact our Payment Solutions Team at ###-###-####.  If you have been able to obtain a copy of the receipt, you may fax it to my attention at ###-###-#### and I will investigate further.

We value you as a customer, and we sincerely apologize for any frustration or inconvenience this matter has caused you.  If you have any further questions regarding this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                                                   

Renee S****

******** ********* **********

11/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a lamp online from West Elm, and returned it to the store (within their return policy dates). The girl in the store did something strange, and left a balance on my West Elm Comenity Bank credit card. I didn't know until I received a bill with a late fee and interest charge. I called Comenity and explained there should be no balance (nor fees or interest). They said I had to speak with the West Elm store so I called them, who told me they showed the return, and I'd have to speak with the credit card company. I receive up to 5 calls a day from the credit card company as I now have a balance of close to $200. I owe nothing as I returned the exact item I purchased within the return policy timeframe!!! I have spoken to almost 10 different representatives at Comenity Bank to try and resolve this issue. They tell me to call the store, which I've done, and won't do anything for me as they show the return. They also have told me to write a formal dispute letter, which I've done, and still receive phone calls and bills in the mail. I have written emails and formal letters to Comenity Bank disputing the balance, but they have done nothing for me. Terrible terrible customer service.

Desired Settlement: I want my balance including the merchandise balance, late fees, and interest all removed. I should have a $0 balance. Then I want my account closed.

Business Response:
Dear Ms. ******

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues west elm credit card accounts, and we respond to account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding the return that was processed on May 11, 2015, and you indicated that you were not given the proper credit for your return.  You are asking for your balance to be adjusted to zero, and your account closed.  I apologize for any inconvenience this matter may have caused you.

Our records indicate that a purchase for $190.35 was applied to your account on April 15, 2015.  A credit for $50.00 was applied to your account on April 16, 2015.  A statement was issued on April 23, 2015, with a balance of $140.35 and a minimum payment of $25.00 due by May 19, 2015.

On May 11, 2015, a credit for $118.14 was issued for the returned merchandise, leaving a remaining balance of $22.21 for the shipping and handling along with the tax.  Please be advised that shipping and handling is non-refundable.

As no further payments were made to your account, late fees and finance charges were applied to your account in accordance to the Credit Card Agreement.  In the interest of customer service, we have removed the previously assessed finance charges and late fees in the amount of $167.59.  Your current account balance is $22.21.  This balance is valid through November 23, 2015, at which time the account will bill.  If the balance of $22.21 is not paid in full; applicable fees will be assessed to the account.

Additionally, in the interest of customer service, notification has been sent to the national credit-reporting agencies with instructions to delete the negative payment information that was reported from July through October 2015, regarding the west elm account.  Please allow the credit-reporting agencies 45 days to update their records.

Please be assured that the account has been closed, per your request.

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H***** ******** ********* **********

11/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9-26 I returned an item I purchased to the limited store and received a receipt for a refund to my limited credit card (comenity). They never posted to my account, when I contacted them via email several days later and they lied to me and told me it can take up to 10 days to receive a refund on the card. Several more days went by so I called and they said they had no record of a pending refund and they said they would start a dispute and it would be removed from my account. I retrieved the receipt from the store as directed by the comenity rep and I emailed and asked how I would get this to them to show proof of my refund and they responded with a generic message that said we are still working on your dispute........... Did not even address my question. I called and asked and they said they didnt see a dispute open and would not take the information because there was no dispute open and they refused to help me. I sent all the receipt details to them via email and asked for the credit. I received the same generic response that they were still working on my dispute. The credit finally posted on 10/9/15 but there website lies again and says it posted 9/26/15. I emailed them on 10/22/15 and told them my account was not correct still, It was showing that I had a credit limit of 250, a zero balance and $150 available credit . This is not accurate and it is indicating I made a purchase or owe money. I asked them to correct this, close my account and provide me proof that my account was reported to the credit bureau as closed by consumer, all payments on time and a zero balance. They responded two days later with the SAME GENERIC RESPONSE!

Desired Settlement: I want my account closed, showing on all credit bureaus closed by consumer, My online account and credit report to reflect a zero balance and all payments made on time. I then want compensation for all my time I have spent trying to resolve this and being ignored, disrespected and lied to ( approximately 6 hours) in the amount of $100.00.

Business Response:
Dear ******** *****
We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Limited credit card accounts, and we are here to assist with your account-related questions.  I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you made a return on September 26, 2015.  Once you reviewed the Limited account, you noticed the return had not posted.  You contacted the Bank, and were advised the credit would take additional time to post to the account.  Once again, you called and were advised there was no record of the return, and a dispute would be opened on your behalf.  Again, you contacted the Bank and received no resolution regarding the credit.  You later viewed the account online, and saw that the credit in question had posted.  At this time, you state you want the account closed and your credit report to reflect the account as closed by consumer with all payments made on time.  Additionally,  you want the account to reflect a zero balance and you are asking for $100.00 compensation for the time you spent to resolve this matter.  We apologize for any frustration this matter may have caused you.  I am happy to share my findings.

Bank records indicate the return made on September 26, 2015, posted to the Limited account on October 2, 2015, in the amount of $31.47.  Additionally on September 26, 2015, a purchase was made; however, it was not charged to the account until October 1, 2015, in the amount of $142.31.  On October 19, 2015, a payment posted to the account in the amount of $10.84, and on October 29, 2015, a credit from The Limited posted to the account in the amount of $79.06.  As of the date of this letter, the remaining balance is $20.61.

Please be advised that we find the balance of $20.61 to be valid.  Additionally, be assured that no negative payment information was reported to the credit-reporting agencies as a result of this matter.

We apologize if you felt that you did not receive the best customer service.  It is never the Bank's intention to treat our customers in a less-than-satisfactory manner.  Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.

Although the account was closed, per your request, we hope you continue to shop with The Limited.  Please be assured the closure of the account was reported to the credit-reporting agencies as closed per consumer’s request.

Comenity Bank respectfully declines your request for compensation.

We hope this information is helpful.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Kaija M*******
******** ********* **********

Consumer Response: First of all your dates and information is wrong.  You keep correcting ( according to you) all items on my ledger which is attached.  When I contacted you I had a zero balance on my account I now have a $20.61 balance.  You have not admitted any wrong doing, nor that you have taken an enormous amount of my time and lied repeatedly in your emails and now in this correspondance.  Your solution is to try to charge me more than I owe than when I filed this dispute?  You have provided no written statement on to why you have adjusted credits on my account after I filed this dispute.   My payment history is as stated on my ledger from your bank, not per your bbb response.  I will never shop the limited again or use your card to purchase anything at any of the stores that you provide credit services for such as maurices, express, younkers, etc........ which I have cards for as well.   Your response to this dispute is an accurate reflection of the poor customer service you provide to your customers.
Regards, ******** ****

11/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have requested assistance from the bank in disputing the charge I placed an order with a company and I returned the product because it was damaged I used the company shipping label and the tracking information shows that the merchandise was received the back the company is saying they didn't receive it and although I find it hard to believe if they really didn't receive it they are considered the shipper and they would be responsible for filing a claim with the shipping company not me so I asked the credit card for help in getting my money back a couple days ago you send me a letter stating that I was disputing the charge because I claim I was double charged for the merchandise I never said that show me some proof where I ever said that then you come up with a number $129.99 I have no idea where you came up with that number the amount I was disputing was $275.52 clearly someone has made a mistake the letter you sent me makes absolutely no sense at all I have provided proof that I return the merchandise and I expect a full refund

Desired Settlement: Expect a full refund for the merchandise that was returned to the merchant you already have the tracking information as I stated previously if the company honestly did not receive the merchandise they have the obligation to file a claim with the shipping company not me I've done my homework I know I'm correct I expect you to dispute this charge in good faith not just rely on what the company tell with you I provided proof there's no reason why I shouldn't be receiving a full refund the company has no proof of their claim

Business Response:

Dear Mr. ******

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Eddie Bauer® credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you placed a mail order sale  in the amount of $129.99 and returned the merchandise.  You state that you have the tracking number for this returned merchandise and you do not understand your balance of $275.52.  You are requesting a full refund in the amount of $275.52.  I am happy to share my findings.

Our records indicate that the situation referenced in your complaint has already been investigated, and we have previously responded to you.  A copy of our previous response, dated October 22, 2015, is enclosed for your reference.

Additionally, after reviewing the account further I find that a purchase of $275.52 via mail order was placed on your account on August 16, 2015.  Our records do not indicate a purchase of $129.99 was placed on your account.

Please understand that Comenity Bank and Eddie Bauer® are two separate entities.  The Bank issues and is responsible for addressing questions related to your credit card account. Eddie Bauer® is responsible for handling matters related to sales, merchandise processing, returns and shipping.

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your account, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                     

Renee S****

******** ********* **********

Consumer Response:


I filled out a form and faxed it to you with the proper information to dispute the charge is that where you're getting your information from it can't be because I have no idea what you're talking about it's like you're just making stuff up $129 had nothing to do with anything I never  said that where are you finding this information? Why do you think that's what I'm disputing? Because again I never said that and I never wrote that on the form that I filled out let me try to explain it one more time I placed an order I charged it to your credit card $275.52 the merchandise arrived damaged so I returned it I've already given you the tracking number but if you don't have it let me know and I will give it to you again because it was on the form that I filled out that shows that the merchandise was returned and I was due a refund for $275.52 I know that the company is claiming they didn't receive the merchandise but unless they have some proof there's no reason why I shouldn't receive the full refund I provided proof and if you still don't have that information let me know and I will fill out the forms or whatever you need me to do again I don't know if you're aware that there are federal laws that protect consumers using credit cards I'm not trying to tell you how to do your job but by you telling me that the bank and the company Eddie Bauer are two different things I'm aware of that but I used your credit card maybe you're not aware the federal laws in place that require banks to protect their consumers I am I honestly don't think you want to be representing your bank and breaking the law at the same time you have an obligation to dispute this properly and unless the company can provide some proof of what they claim you have obligation to do a chargeback if you refuse to do your job I'm going to request that we begin arbitration which end of the law I have the right to do at that point you're going to have a lot of explaining to do I'm requesting that you go back and we examine the dispute document that I submitted to you and dispute this again and unless Eddie Bauer can provide some proof I expect a full refund their claim is outrageous
Regards, ****** *****

Business Response:

Dear Mr. ******

We have received your additional complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Eddie Bauer® credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you are disputing the balance of $275.52 as you state this merchandise was returned.  You are requesting a full refund in the amount of $275.52.  I am happy to share my findings.

Bank records indicate that we responded to you, with all available enclosures, on October 22, 2015, November 12, 2015, and November 16, 2015.  Please refer to our previous correspondence.

As indicated in the previous response dated October 22, 2015, the Bank contacted Eddie Bauer regarding the merchandise return and we were advised that when Eddie Bauer received the small package, the package was filled with sand or cat litter.  Because we are the issuer of the Eddie Bauer® credit card, we must rely on the information provided to us by Eddie Bauer.  Eddie Bauer has not applied a credit to the account, as they state the merchandise was not returned.

Additionally, as indicated in the previous response, please understand that Comenity Bank and Eddie Bauer are two separate entities.  The Bank issues and is responsible for addressing questions related to your credit card account.  Eddie Bauer is responsible for handling matters related to sales, merchandise processing, returns and shipping.  To discuss the matter regarding your return, please contact them directly at ###-###-####.

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding the returned merchandise credit, please contact Eddie Bauer directly at the telephone number provided.  They will be happy to assist you.

Sincerely,                                                                                                            

Renee S****

******** ********* **********

Consumer Response: : I realize this is the end of what the BBB is going to be able to do to assist me but by law you don't get to just take their word for it I provided proof when did Eddie Bauer really didn't receive the merchandise then they should have filed a claim with the shipping company USPS I am under no obligation I have contacted the Federal Trade Commission they are beginning a investigation but in addition they advised me that I should ask you to begin arbitration and we will have a third party legally binding resolve our dispute please advise me of the organization your bank uses for arbitration
Regards, ****** *****

11/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The mycardextras plus - which bills to my lane bryant.com account has not been honoring the reimbursements which they should have been for months - since March 2015. It is therefore not worth it to continue paying for services I am not receiving. So therefore I have decided for several months now it is not worth it to continue paying for what I was not getting service for any longer. I have been over-billed and I refuse to continue making those payments for services I have not been receiving; such as being cheated out of the movie reimbursements, the music benefits not only past purchases, which I have not been able to access to in months or, get new ones that I should be eligible for each month. They should not have been paid past March of this year - and as such I should be credited back for each month they have been billing me $6.95 that was both paid and/or unpaid Which is now a total of $48.65 and counting... I have always paid my account off in full and it has always been in good standing, I refuse to see my good credit trashed which would add further insult to injury; since time is of the essence and I do not want more time to continue passing without this getting the expedited attention it needs. I will also be contacting other Bureau's and consumer advocacy agencies as well and will continue escalating this matter until it is resolved. I would also appreciate if anything negative or otherwise derogatory has been reported to any one of the three credit bureaus as a result of these discrepancies. I want a full retraction reflecting that my account is and has been paid of in full, has always been in great standing etc.... Please also let it be noted that I have not even used the past two $20.00 gift certificates received and I will not plan on doing any more shopping with or without those $40.00 until this matter is resolved and appropriately addressed to my satisfaction for the inconvenience and time that I have continued spending on this in efforts to get this all sorted out. I am hoping these last efforts will finally bring this to a resolution as the holidays are near and I will not forget this when it comes time to do my holiday shopping. So you might want to keep this in mind.

Desired Settlement: Complete cancellation from this rewards program and to never be billed for it again. Then I also want a complete credit back to my Lane Bryant account for the $48.65, plus the other $60.00 in reimbursements which I should have received for the services I had paid for and was never reimbursed. I want to have any negatively reported information retracted and to have a letter drafted to all credit bureaus explaining that this discrepancy was not of my error or doing and it should be remedied/corrected and is satisfied and my account is restored to good standing as it has always been and been paid timely and in full each month with a good payment history recording reported and updated to be reflected on my account so that it does not appear that I have been at fault at all and am held accountable for any of this....furthermore - should there be any late charges, finance charges, interest etc....I want those all taken care of too or I will pursue further action.

Business Response:

Dear Ms. *******

We received your complaint regarding the account noted above. Comenity Bank issues Lane Bryant
Retail credit cards and we are here to help with your account-related questions and concerns. Your
complaint, addressed to the Better Business Bureau, was forwarded to my attention and I appreciate the
opportunity to assist you.

I understand from your complaint, that the MyCardExtraPlus progrm that you enrolled in with your Lane
Bryant Retail credit card account, has not honored the reimbursement program. You state, you have been
overcharged for services you have not received, and due to this matter, you have cancelled your services
with MyCardExtraPlus.

You are requesting Cornenity Bank cancel the MyCardExtraPlus rewards program, and provide a
complete refund for the amount of $48.65, plus $60.00 in reimbursement for services never rendered. In
addition, you are requesting any derogatory information listed on your credit report as a result of this
matter, be removed, and updated notification be sent to the national credit reporting agencies. Lastly,
you bave requested all Bank related charges, such as late fees and finance charges, be removed from
your Lane Bryant Retail credit card account.

I apologize for any frustration or inconvenience you have experienced as a result of this matter.
In the interest of customer service, as of November 5, 2015, the MyCardExtraPlus program has been
cancelled. Please be advised, no further charges will be charged to your Lane Bryant Retail credit card
account in regard to this program. In addition, an electronic refund in the amount of $251.19, was issued
and paid on November 10,2015.

Lastly, the Bank has updated your payment history to reflect current and notification has been sent to the
national credit reporting agencies advising of the payment history update. Please allow up to 45 days for
this information to be updated in their records.

I hope you find this information to be helpful. Should you have additional questions or concerns about
this issue, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be
happy to assist you.

Sincerely,

Geanine M*****
******** ********* **********

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me  - pending of course the removal of all negative information from my credit report and the restoration of my credit back to its former excellent rating, as well as getting back my full credit lines, over $7000k which had been reduced by the known creditors I am aware of as a result of this discrepancy, as well as any which I may not know about yet. .

Regards, ******* ******

11/17/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: There are advertisements of products to buy printed on the envelopes that you send in your charge card payments in. I let the company know I was interested in a talking large buttoned phone for people with disabilities when I paid that bill. Weeks alter I got mail from Dress Barn which is where I made the charge from. Since I don't always get my mail right away & knowing I paid my credit bill, I did not open the Dress Barn envelope soon enough to see the $13.04 charge. When I called to find out what the charge was for, I was told it was for the phone and that they mailed it to me a few months ago , by now. I told them I never got it. They did not have me sign for it, & I never ever had a problem getting anything by my door before. They put a search out for it. Please tell them to stop billing me. I would appreciate it! Thank you very much! Sincerely yours, ****** ********* 10/16/15

Desired Settlement: Please tell them to stop billing me.

Business Response:

Dear ****** **********

We received your complaint regarding your dressbarn credg card account. Comenity Bank
issues dressbarn credit cards and we are here to help with account-related questions and
concerns. Your complaint, addressed to the Better Business Bureau, was forwarded ta my
attention and I appreciate the opportunity to assist you.

I understand from your complaint, you received an advertisement from dressbarn with your
monthly billing statement for a talking large button telephone. You advised dressbarn you were
interested in the product with the receipt of your monthly payment. However, you state you
never received this item; therefore, you were unaware that your dressbarn credit card account
had been billed.

Your desired settlement is for Comenity Bank to stop billing you for the product you state you
never received.

Bank records indicate two charges in the amount of $13.04, were billed to your account for the
telephone. Both charges, totaling $26.08, were returned and credits posted to the dressbarn
credit card account on August 12, 2015.

We would like to apologize for any inconvenience this matter may have caused you. Please be
advised, in the interest of customer service, a credit totaling $31 -08 has been applied to your
dressbarn credit card acc,ount to rem-gve the remaining balance.

I hope you find this information to be helpful. Should you have additional questions or concerns
about this matter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).

Sincerley

Geanine M*****
******** ********* **********

11/17/2015 Billing/Collection Issues
11/17/2015 Billing/Collection Issues
11/17/2015 Billing/Collection Issues
11/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been receiving email correspondence from Comenity/Dressbarn from someone else's bank account. I have received information on that persons name, bank #, when they make a payment etc. I have called them numerous times already for them to fix this issue and they have done nothing. Looks like they have a mix up with the individuals email but I have told them is the wrong person that's receiving those emails. I'm sure that if I were to ever find out that my personal information was being sent to someone else's email, I'd be pretty mad!

Desired Settlement: I would like a letter in writing from this company stating that the issue has been solved and that I will no longer receive any more emails from this company. I would like this in writing since they don't keep their words, I'm tired of calling to get no results.

Business Response:


Dear Ms. *********

We have received your complaint regarding emails you are receiving from Comenity Bank.
Please be assured, we are here to help with your concerns. Your complaint, addressed to the
Better Business Bureau, was forwarded to my attention and we appreciate the opportunity to
assist you.

We understand from your complaint you are receiving email correspondence from Comenity
Bank regarding a matter not related to you. You state that you have made several calls to
Comenity Bank to attempt to rectify this matter; however, this matter remains unresolved.
You are requesting that Comenity Bank provide you with a confirmation in writing that this
matter has been resolved.

The Bank has reviewed the issues listed in your Better Business Bureau complaint, but was
unable to locate the applicable phone conversations related to this matter. We apologize If you
feel that you did not receive the best customer service. It is never the Bank's intention to treat
our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the
best customer service and is disappointed when a customer feels that this standard was not
met.

Please be assured the ernail address, Sandra.menendez@yahoo.com, has been removed from
our system and you should no longer receive email notifications from Comenity Bank. We
appreciate you taking the time to bring this matter to our attention, and we apologize for any
inconvenience this may have caused you.

I hope you find this information to be helpful. Should you have additional questions or concerns
about this matter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Geanine M*****
******** ********* **********

11/17/2015 Billing/Collection Issues
11/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently requested debt validation from Comenity bank regarding the amount that was charged off on my credit report in reference to partial account number ***************. Comenity is reporting I owed $285, of which can not possibly be accurate. I wrote Comenity via certified letter, requesting they provide for me how that amount was derived. I never received the validation. They would only tell me that the account had been sold. Well the agency in which it was sold to couldn't/wouldn't supply the information for me either. The law states that creditors are to report only true and accurate information. This has not been my experience with Comenity Bank.

Desired Settlement: I am requesting the deletion of the account from all credit bureaus.

Business Response:
Dear Ms. *********** 

We received your complaint, submitted to the Better Business Bureau, regarding the above-noted account.  Comenity Bank issues Victoria’s Secret/PINK
credit cards, and we are here to help answer all account-related questions.  Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you.  

We understand from your correspondence that you are requesting a verification of debt for the above-noted account.  You believe the account is not reporting
correctly, and you request that the account is removed from your credit report.  Please find a summary of your Victoria’s Secret/PINK Credit Card account below.  I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of billing statements which show the account activity that comprised the account balance and delinquencies which are reporting to the credit bureaus.  

The Victoria’s Secret/PINK credit card was opened on June 8, 2011; use of the account, or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.  The last purchase of $81.00 was made on January 29, 2012, and the last payment of $50.00 was received on March 25, 2012.  

The account was permanently closed and written off, due to non-payment, on January 18, 2013, with a balance of  $285.31. Additionally, the Victoria’s Secret/PINK credit card account was sold to Portfolio Recovery on June 18, 2014. 

When an account is sold to another entity, the outstanding balance on the credit bureau reporting from the former creditor becomes zero.  Since your account was sold, your credit report reflects a zero balance owed to  Comenity Bank as of the date of the account transfer. Your account will continue to show that it was “charged off” even after the balance is adjusted to $0.00 since this reflects that the account balance was not paid to the Bank.  Also, the date an account is sold does not affect the length of time for which the debt is reported to the credit-reporting agencies. Delinquent accounts typically will report for seven years from the date the account first became delinquent (not from the date of sale or date of last activity).

Comenity Bank is required by law to report factual data to the credit bureaus with regard to account activity.  At this time,  Comenity Bank finds no errors in its reporting of your account to the credit bureaus.   

If you have further questions or concerns regarding the account, please do not hesitate to contact me at ###-###-####, or ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Justina M********

******** ********* **********

 

CC: Better Business Bureau

Tell us why here...

Consumer Response:

The explanation given does not serve as validation.  Documentation does. In Comenity's rebutal message, they claim to have attached the billing statments and account activity for the time period in which the account defaulted, but they didn't.  There are no enclosures or attachments received. I am unwilling to take their word for it. Please supply me with validation as originally requested or delete the trade line.

Regards, ***** **********

Consumer Response: Please submit documentation where I signed up for paperless statements.  Please provides the payment source of all payments made.

Regards, **** **********

Business Response: Dear Ms. ***********
We received your additional complaint, submitted to the Better Business Bureau, regarding the above-noted account.  Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer all account-related questions.  Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you.

You have requested that the Bank send you documentation of your enrollment in paperless statements.  Additionally, you are asking for the source of all payments made.

The request for documentation regarding your enrollment in paperless statements is proprietary information.  To receive the information, a subpoena would be necessary.  A subpoena must include either the consumer’s full name and complete social security number, or full name and complete account number.  The subpoena needs to be issued by a court with the subpoena power over Comenity Bank in compliance with the applicable rules of Civil Procedures or statutes.  Please send the request to the following address:

Comenity Bank
Attn: Clerk of Records
3100 Easton Square Place
Columbus, OH 43219

Additionally, after review of your account, the payments that were made to the account were made using the Bank’s online Account Center.

If you have further questions or concerns regarding the account, please do not hesitate to contact me at ###-###-####, or ###-###-####, ext. ******* *TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Justina M********
******** ********* **********

11/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account Paid in Full, But Creditor did not remove marks/ account on credit report like they were intended.

Desired Settlement: Comenity Bank holding the account for Victoria Secret Credit Card has failed to remove itself from my credit report. All debts have been settled and/ or paid in full. I am requesting a letter of debt determination, and that their mark or account be immediately removed from all 3 credit bureaus. If they fail to remove their marks or account I will seek legal action against them Immediately.

Business Response: Dear ***** ********: 

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. 
Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related 
questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. 

Your complaint states that you paid the account in full under the agreement of a settlement, and the account or 
negative entries were to be removed from your credit file. You are requesting a confirmation letter of removal or 
deletion, and if not, you plan on taking legal action. 

After reviewing your account information with the Bank and at the credit bureaus, here is what we have noted. 

• The last purchase of $34.56 was charged to your account on June 7, 2012. 
• The last billing statement, issued on December 25, 2012, reflected a balance of $245.06. 
• The last payment on your account was in the amount of $0.00. 
• The account wrote-off due to non-payment on January 25, 2013, with a write-off balance of $250.31. 
• The Bank then sold the account to Portfolio Recovery on May 21, 2014. 

When an account is sold to another entity, the outstanding balance on the credit bureau reporting from the former 
creditor becomes zero. Since your account was sold, your credit report reflects a zero balance owed to Comenity 
Bank as of the date of the account transfer. Your account will continue to show that it was “charged-off” even 
after the balance is adjusted to $0.00 since this reflects that the account balance was not paid to the Bank. Also, 
the date an account is sold does not affect the length of time for which the debt is reported to the credit reporting 
agencies. Delinquent account typically will report for seven years from the date the account first became 
delinquent (not from the date of sale or date of last activity). 

Please be advised that Comenity Bank has no record of you settling the account balance prior to the account 
being transferred to Portfolio Recovery. If you believe that you settled the account balance with Comenity Bank 
prior to the transfer, we would need documentation from you, which can be mailed to my attention to the address 
listed above, or faxed to my attention at ###-###-####. If your settlement of the account was with Portfolio 
Recovery, we encourage you to contact them directly at ###-###-####, to discuss the information that is being 
reported to your credit file. 

We hope this information is helpful. If you have further questions or concerns regarding the account, please 
contact Portfolio Recovery at the number provided. 

Sincerely, 
Shawnda Y**** 
************

11/17/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a couch from Z gallerie in February of 2014, and was told that if I used a Z gallerie credit card, managed through Comenity, I would receive $100 rewards card. This was scheduled to be mailed out to me 4-6 weeks from the date of my purchase. It is now Oct 2015. I had called Z gallerie and they informed me that all Rewards certificates are issued through Comenity, which Comenity verified. I have called Comenity over 10 times in the last 18 months to rectify this situation. I have been told over and over again that they will re-submit the Rewards certificate and that I should wait ANOTHER 4-6 weeks to receive it. I have asked to escalate this to a supervisor. In July of 2015, I spoke with Kate Reeves, who assured she would handle and expedite this. She again told me to wait until Sept 2015 and to call her if I hadn't received this. I called Sept 2nd, and she told me to call back on Sept 14th. When I hadn't received the certificate by Sept 14th, I called her multiple times, leaving at least 3 messages on her phone and did not receive any follow up. I called again 10/2 to the main customer service line and spoke with a representative, who again stated this would be handled. At this juncture, I am incredibly frustrated at the lack of service and follow-through from Comenity Bank. I feel I have been VERY patient and giving the benefit of doubt that errors would be fixed. This has now been going on for 20 months.

Desired Settlement: I want the $100 gift reward card from Z gallerie, which was promised to me through Comenity Credit Card Services. In fact, I really think I deserve an additional $100 for all the back and forth I've had to deal with, the time, and frustration this has caused me.

Business Response: Dear ******* *******

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues Z Gallerie® credit card accounts, and we respond to account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding the $100.00 reward certificate that was sent to you on May 3, 2014, that was never received.  I apologize for any inconvenience this matter may have caused you.

We understand your continued frustration regarding this matter and the many contacts made to the Bank regarding this matter.  Since you still have not received the reward certificate, after adjustments have been completed to generate a new reward; to rectify this situation, a $100.00 credit has been applied to your account as a one-time courtesy.  You may use this credit towards a new purchase from Z Gallerie.  Please be advised, if the credit remains on your account for two billing periods, a refund check will be mailed to you.

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****
******** ********* **********

11/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: At the time of having a Roaman's credit account through Comenity Bank my interest rate was 24.99 APR. In January of 2015 the interest rate went up to 26.99 APR. Because I had a balance when the interest rate with up. Comenity is charging me 2 finance charges on my bill. I'm getting charged 24.99 per and 26.99 percent. This feels really wrong. If I opened the account with 24.99 APR then my finance charge should stay there. Anyone new opening an account should be charged the new interest rate. I should not be getting charged both interest rates. Can you please look into this. I have supporting documents to show the 2 finance charges.

Desired Settlement: I would like Comenity to change this practice. It is wrong. I would like my account to adjusted to remove the additional finance charges. My account should remain the 24.99 percent until I pay it off and close it.

Business Response:

Dear Ms. *******:

We received your complalnt, addressed to the Better Business Bureau, regarding the account referenced above. Comenity Bank issues Roaman's0 credit card accounts, and we are here to assist you with all account-related questions. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you state your interest rate was 24.99%, but in January  of 2015 it was Increased to 26.99%.  You now believe we are charging you two finance charges on your bill. You would like your account adjusted to remove the additional finance charges and reduce your account to a 24.99% interest rate.

Comenity Bank mailed you a Change In Terms notice regarding changes to your account

December 24, 2014. This notice detailed that the Annual Percentage Rate (APR) and that the minimum interest charge would be changing. This change took effect April 2, 2015. We have enclosed a copy of this notice for your records.

Additionally, you were notified, in the Change In Terms notice, that you had the right to reject these changes by closing your account. This request would have needed to be made by April 1, 2015. As you did not contact us to close the account before April 1. 2015, we are unwilling to lower your APR to 24.99%, or credit any interest charges to the account.

We offer the option to pay the balance in full monthly to avoid paying finance charges on your balance. Our Annual Percentage Rate (APR) for the Roaman's credit card account is now 26.99%, for any purchases made afler April 2, 2015. Also, please keep in mind that the cost of billing accounts, mailing statements and answering account-related inquiries is the same whether billing a small or large account balance Our low balance averages necessitate our charging a higher rate on the balances to cover these costs.

We apologize for the frustration and inconvenience this matter may have caused you. Should you have any further questions or concerns, please do not hesitate to contact me at ###-###-####, ext. ******* (TDD/TTY###-###-####). I would be happy to assist you.

Sincerely,

Amanda R**

Consumer Response: I believe this to be predatory lending. When I signed a contract for the credit card, the interest rate was given is 24.99%. I don't care if they did send a notice or not. It is wrong. Current customers shouldn't be subjected to this type of lending. It is wrong, It is wrong. Banks are allowed to do these things and the customer never have any recourse. 24.99 + 26.99 = 51.98 percent. The credit isn't worth it. As soon as I can I will be paying this card off and closing the account. Sometime ago I requested an increase and I got a letter of denial for the increase, but all of a sudden because I was a good customer, my limit went to $1,000. I had to call them to stop increasing it. I'm sure Roamans will be very happy to lose a customer because of bank they use for credit services. Comenity Bank will never win using practices like this. Thank you BBB for your time, but coming to you for assistance didn't help me. I only got a nasty response telling me what I didn't do and what Comenity is not going to do.

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please find a letter that I have submitted to Comenity Bank regarding an account I previously had with Brylane Home that has been paid in full. Yet, Brylane Home insist that the account has a balance on it without any proof of any purchases been made. I believe the letter enclosed will better explain the problems I am having with this agency: April 27, 2015 Ms. ******* ******* ******** ********* ******* ******** **** ** *** ****** ********* ** ***** **: Acct. number *********** Dear Ms. ******* I am writing regarding disputed charges of $570.14 that have now been reported to the credit agencies multiple times. I have paid my account in full and have not made any recent charges. I contacted Comenity billing regarding these charges and I was inform your bank did not have record of these purchases. The information requested in the attached letter, which is needed to investigate the dispute does not exist because there were no charges. The only information I have about these charges is in the enclosed statement. If Comenity cannot locate records for the $570.14 in purchases for which I am being billed and reported, it should be apparent this is an error. Once again, I am requesting that Brylane/Comenity Bank provide proof of these purchases or remove these negative reports from my credit report. I remain, **** ** ****

Desired Settlement: Provide me with detail and prices of the items they claim I purchased. To have this account negative reports remove from my records with all three (3) major credit bureaus and cease calling me 4 and 5 times a day. Thank you

Business Response:

Dear Ms. *****

We recelved your complaint, addressed to the Better Business Bureau, regarding the account referenced
above. Comenity Bank issues Brylane Home@ credit card accounts, and we are here to assist you with
all account-related questions or concerns. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you would like your purchases verified, as you are disputing the
balance and credit reporting. You have also requested we cease calling you.

Thank you for speaking with me on June 3, 2015. 1 have since attempted to contact you, by telephone, to
discuss additional information, on several occasions. I sent a letter to you by mail dated June 24, 2015.
asking you to contact me in reference to a previous complaint, on behalf of ******* *******  My attempts
have been unsuccessful. I am happy to share my findings.

I have spoken to BrylaneHome on your behalf, and they have provided receipts for the purchases that
were processed to your BrylaneHoma credit card account These receipts are enclosed for your
records, as well as copies of the billing statements which show the account actlvity that comprised the
account balance and delinquencies which are reporting to the credit bureaus. Several orders were
shipped to a person other than yourself at an alternate address. If you do not recognize any of these
orders. please contact our Account Protection team at ###-###-####.

Additionally, per your request, we have updated the status on the account, to ensure that you no longer
receive telephone calls from Comenity Bank. However, the Bank may contact you by mail, or service of
court filing, which would be in compliance with state and federal law.

If you have further quest~ons regarding the charges and credits applied to your account, please contact
BrylaneHome at ###-###-####.

You are a valued customer, and we sincerely apologize for the frustration and inconvenience this matter
may have caused you. Should you have any further questions or concerns, please do not hesitate to
contact me at ###-###-####. ext. ******* (TDD/TTY ###-###-####). I would be happy to assist
you.

Sincerely,

****** *** 
Consumer Relations Specialist

Consumer Response: I filed a complaint with BBB, 04/15, against Comenity Bank/Brylane Home regarding  purchases that I did not make on my Brylane Account. Acct.#*** *** ***. 
Comenity Bank submitted a large package of documents to me that did not meet my request to have verification of the purchases that they claim I made and owe for the items. No document of their purchase claim was included.
I will submit the documents Comenity Bank sent to me, if BBB requires them.
I would like to pursue this matter, until a resolution has been reached and cleared off of my credit report.
Thank you in advance for your assistance with this matter.
**** ** ****

11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a cash payment at a store location they claim wasn't made. I have my receipt as proof and now it's close to the due date. I am going to have a late payment which isn't true as I made a cash payment in the store.

Desired Settlement: The $60.00 I paid in store posted to my account.

Business Response:

Dear ****** ********

We received your complaint, submitted to the Better Business Bureau, regarding the above referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here

to help answer account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that you made a cash payment for $60.00 at the shops of ************ Store #*****, and this payment has not posted to your account. You also indicated that you have a copy of the receipt; however, did not include this with your complaint.

After reviewing your account information at the Bank, we did not see that a payment for $60.00 has posted to your account. You spoke to the Bank, and a telephone dispute was initiated on your behalf. On November 4, 2015, you were sent a letter asking that you provide the Bank with a copy of the payment receipt so that we could credit your account. Enclosed is a copy of the letter.

Please be assured that we are happy to credit your payment to the account; however, we need the payment receipt copy. You may send this to my attention at the address listed above, or you can fax to my attention at ###-###-####. Once received, I am happy to credit your Victoria’s Secret/PINK account for the $60.00.

In addition, to avoid the account from being assessed bank fees or negatively reporting to the credit bureaus , we have removed the current minimum payment due for November 17, 2015, and suppressed the finance charges for one billing period. The next minimum payment due will be December 17, 2015, and the finance charges will also resume, should the balance not be paid in full.

We sincerely apologize for any frustration or inconvenience you have experienced, and we hope this information is helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Shawnda Y****

******** ********* **********

Consumer Response: Here is my proof!!! Way too much hassle to prove I made a payment back in September! I had to use a stamp and find a fax machine. I am out time and money for no reason!

Regards, ****** *******

Business Response:

Dear ****** ********

We received your additional complaint, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

Thank you for providing the proof of payment for the in-store payment made on September 30, 2015. We apologize for any frustration or inconvenience you have experienced.

Please be assured that we issued a credit for $60.00 to your account. You will see this credit on your next billing statement that will be sent to you on November 21, 2015.

Again, we apologize for any frustration or inconvenience you have experienced, and we hope this information is helpful. If you have further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Shawnda Y****
******** ********* **********

Consumer Response: The payment was made in September. I shouldn't need to wait for the next billing cycle to show the credit. I want to see the credit to my account now not almost two months later!!

Regards, ****** *******

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called this business in regards to a rewards certificate that was never sent to me for my restoration hardware credit card --as it was supposed to be in March of 2015. I have called 10+ times no exaggeration. Each time is a different answer. I have talked to managers who was supposed to habe this resolved and sent out to me within 30 days - that has been two months ago. I'm very frustrated and just want my rewards in the amount of 225.00

Desired Settlement: 225.00 in rh rewards certificates and a supplement for having to wait almost a year to receive them and time for all the calls.

Business Response:
Dear ***** *********

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues RH credit card accounts, and we respond to account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding the $225.00 reward certificate that was sent to you on August 24, 2015, and that was never received.  I apologize for any inconvenience this matter may have caused you.

We have manually added points to your account to generate a second reward.  A $225.00 reward certificate will be issued on November 15, 2015.  Please be advised that you should receive this reward certificate within 4-6 weeks from the date issued.

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****
******** ********* **********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ***** ********

11/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is my second letter of a billing dispute which I have tried to resolve since April 2015. On January 26, 2015, I paid my Romans account in full and requested to be removed from your mailing list (acct ending in ****). The balance on my statement was $233.71. I enclose at credit notice for refunded merchandise for $94.48, and check number **** for the balance of $139.23. (PAYMENT IN FULL OF $233.71) I just called asking for a recovery specialist to get this resolved. As with each previous call the man cut me off when I requested that he pull my account to resolve this. Will you please look at my account for 2014 up to the January 2015 statement? Surely there is a record of the credit voucher of $94.48 that you mailed to me for returned merchandise. The man said that he will settle the account if I paid $181.00. This means that I receive NO credit for the returned merchandise of $94.48, PLUS he wants me to pay an additional $97.00. What a strange way to grow business. ***** ********* ******* **** **** ********

Desired Settlement: Consumer wants account investigated and corrections made to the account.

Business Response:

Dear Ms. *********:

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Bank issues Roaman's@ credit card accounts, and we are here to
assist you with all account-related questions. 1 appreciate the opportunity to respond to your
concerns.

We understand from your complaint that you state this is your second letter of dispute. You
further state you paid off your balance in January of 2015, with your payment of $139.23 and
you requested to be removed from our mailing list.

Bank records indicate you have placed multiple orders with Roaman's that you charged to your
Roaman's@ credit card account. I have enclosed copies of your billings statements which show
the account activity that comprised the account balance.

Bank records indicate a billing statement was sent to you on January 11, 2015, reflecting a
balance of $233.71, and a payment of $20.00 due by February 6, 2015. This statement
included your return credit of $94.98,w hich posted to your account on January 4. 2015.

The Bank received your payment of $139.23 on January 30, 2015. As this payment did not
satisfy the full balance, billing statements continued to be issued. As no further payments were
received, late fees and finance charges were assessed to the account, pursuant to the
guidelines of the Credit Card Agreement. A ~opyof the CCA has also been enclosed for your
records.

On September 10, 2015, your Roaman'sQ account was written off, as an unpaid debt, and
reported to the national credit-reporting agencies with a balance of $306.78. This information
could remain on your credit report for seven years.

Please be aware, the Bank has no record of receiving a letter from you in April of 2015.
As you requested, you have been removed from our mailing list. Please allow up to six weeks
for the mailings to stop.

If you would like to negotiate a settlement on this account, please contact our Recovery team at
###-###-####.

If you have further questions regarding the orders billed to your account, please contact
Roaman's at ###-###-####.

The Bank has reviewed the issues in your complaint, as well as the applicable phone
conversations. We apologize if you felt that you did not receive the best customer service. It is
never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity
Bank is committed to providing the best customer service and is disappointed when a customer
feels that this standard was not met.

I hope this information is helpful. If you have further questions or concerns, please contact me
at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Amanda R**
******** ********* **********

11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The west elm credit card promises to mail rewards cards when points reach 250. I had a $50 rewards card that I never received. I have filed 3 online complaints and called several times. Call times have been long.

Desired Settlement: I would either like a $50 credit granted to my credit card or a new rewards card for the $50.00

Business Response:
We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank issues west elm credit card accounts, and we respond to account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your concerns regarding the $50.00 reward certificate that was sent to you on August 24, 2015, that was never received.  I apologize for any inconvenience this matter may have caused you.

We have manually added points to your account to generate a second reward.  A $50.00 reward certificate will be issued on October 24, 2015.  Please be advised that you should receive this reward certificate within 4-6 weeks from the date issued.

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****
******** ********* **********

11/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

**********

On Friday Sept 4th at 8.47 AM Phone call to reach my daughter with a message.

Told person we would give message when we saw her.

Then the phone calls started to come. Enclosed find copy of times and phone number called.

Would like to know who to send copy of calls to complain.

Thank you
******* * ******
###-###-####
The account is ********* * ******. I did note recive a form to fill out
Thank you
******* * ******

Desired Settlement: Would like to know who to send copy of calls to complain.

Business Response:

Dear Mr. *******

Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and are
here to help with your questions. The Better Business Bureau forwarded your complaint to my
attention and I appreciate the opportunity to respond to your concerns.

Please accept our deepest apology for any frustration that you may have experienced regarding
the telephone calls that you have received from Comenity Bank. Please be advised that the
telephone calls being made were attempts to contact a customer regarding a personal business
matter.

If you would like to provide more information as to how you would like this matter to be handled,
I may be able to assist you.

We hope you find this information helpful. If you have any additional questions or concerns
please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will
be happy to assist you.

Sincerely,

Amanda ***

******** ********* **********

Consumer Response:

*****

I am 76+ years old & my wife is 75 yrs the phone rings 3 times and there are no one on the phone. Enclosed list of phone calls for Monday 9-28-15 till Oct. 11, 2015. Did you write a letter stating who you trying to reach.

Thank you,
William Harris

Business Response:

Dear Mr. *******

Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and are
here to help with your questions. The Better Business Bureau forwarded your complaint to my
attention and I appreciate the opportunity to respond to your concerns.

Please accept our deepest apology for any frustration that you may have experienced regarding
the telephone calls that you have received from Cornenity Bank. Please be advised that the
telephone calls being made were attempts to contact a customer regarding a personal business
matter. Please be assured that we have updated our records and you should not receive any
further telephone calls at the telephone number ending in **** from Comenity Bank.

We hope you find this information helpful. If you have any additional questions or concerns
please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). Iwill
be happy to assist you.

Sincerely,

Amanda R**
******** ********* **********

11/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I got a new Victoria Secret CC,however I already have a VS forever CC. I called the number on the back of the Forever card to inquire as to why their was a change or if it was a mistake. The representative assured me that it was just a mistake and that I can go ahead and get rid of the CC that was recently mailed and to continue using the Forever card. And know point did she tell me that I needed to uphold a certain amount of points to stay a "forever" member- which also contradicts that card title "Angel Forever". Today Oct. 26th I received my annual birthday coupon, but noticed it was the amount for a lower card holder not the angel forever card holder. I called the bank and they told me I was downgraded in August. I then asked why the person I spoke to in october didn't inform me of this. If this had been the case I would not have used the card, as the only reason I use the card instead of paying cash in stores are for the double points. Overall I only got apologies but know action was made to remedy the problem. I was transferred multiple times before finally talking to a third person, the supervisor Jenn. Again, just apologies-no action to fix the problem. I explained that it is upsetting that they aren't upholding what I was told. And that it is false advertisement, which lead me to inaccurate information. Which is their fault as I did everything I needed to, called to confirm etc, but was given wrong information. Finally after just apologies I asked what her what can she do other then just apologize, she offered me a $5 coupon. Frankly after years of business and $1000's spent that doesn't cut it. She was so rude that I told her I want to just close the account after all my years of being with them, never missing a payment, she had no remorse and said okay.I refuse to pay the remainder balance since I was not given proper information. And I do not want it to affect my credit score as I have impeccable standing

Desired Settlement: Since they gave me the wrong information I want my most recent transaction to be waived, as I would not have made the purchase with the card had I known I was know longer getting the benefits of the Forever card in which was used for the transaction. Instead I would have just paid cash or debit card. OR I want to be reinstated as an Angel Forever card holder and given the accurate amount of points for the previous purchase.

Business Response:

Dear ******** ******* 

We received your complaint, submitted to the Better Business Bureau, regarding the above-
referenced account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here 
to help answer account-related questions. Your complaint was forwarded to my attention, and I 
appreciate the opportunity to assist you. 

We understand from your complaint that your Victoria’s Secret/Pink account was downgraded 
from a Forever tier to a VIP tier, and the birthday coupon was less than what you typically have 
received. After calling the Bank and getting numerous apologies, you were advised that due to 
the lack of points needed to remain a Forever status, your account was downgraded in August 
2015. You also state that prior to getting the right information, you had been advised of incorrect 
information and nothing is done but an apology and an offer for a $5.00 coupon. You refuse to 
pay the remainder of your balance due to the situation, and you do not want this to affect your 
credit score. You would like the Bank to waive the recent transaction on your account, reinstate 
the Forever status, and give you the points you would have earned on the transaction. 

Our records indicate that your Victoria’s Secret/PINK account was downgraded from the Forever 
status to the VIP status in March 2015, due to lack of points needed in a 12 month period. As 
indicated in the rewards information; maintaining the Forever status, cardholders need to earn a 
minimum of 1,000 points per year to maintain their Forever status. The earnings period run from 
February through January each year. These indicators and points information are listed on the 
billing statements and the online Account Center, notating how many points customers need to 
earn to maintain the Forever status and if the Forever status has been maintained for the year. If 
enough points were not earned, cardholders are reset to the VIP tier in the set timeframe. 

As a result of the above explanation, you did not meet enough points to maintain your Forever 
status and the account was downgraded to the VIP tier in March 2015. Additionally, the VIP tier 
earns a $10.00 birthday coupon versus a $15.00 coupon and why you only received the $10.00 
coupon. 

You made a recent purchase for $130.31 charged to your account on September 23, 2015. The 
Bank is unwilling to waive this transaction; however, as a courtesy, we issued the account a $5.00 
credit adjustment, to offset your birthday coupon. Additionally, in the interest of customer service, 
we issued your account a 1,000 point adjustment, which will systemically upgrade your account 
to the Forever tier within the next one to two billing cycles. Please understand that if you refuse 
to pay for the remaining balance on your account, you would be assessed late fees and finance 
charges, and the account would be reported delinquent to the credit bureaus, as explained in the 
Credit Card Agreement (CCA). 

Furthermore, you requested to close the account on October 26, 2015, which would prevent you 
from making further purchases and earning points going forward. As such, we reopened the 
account so you can take advantage of the upgrade and points going forward. 

Again, we sincerely apologize for any confusion, frustration, or inconvenience you have 
experienced. It is never the Bank’s intention to cause a customer a hardship. 

You are a valued customer and I hope this information has been helpful. If you have further 
questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY 
###-###-####). I will be happy to assist you. 

Sincerely, 

Shawnda Y**** 
******** ********* ********** 

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me. Although I would like to state for the record that if the supervisor had just been more willing to help, this entire situation would have been avoided. Also that the "apologies" were meaningless and when listening to the recording anyone would hear in their voices that they couldn't care less. Over all I am happy with the result as it is all I was asking for. It is very unfortunate that it needed to come to such circumstances - that even when I asked to cancel they simple said fine- "I already canceled the account for you". I work in customer service, and it has been hands down THE WORST I have EVER encountered. Their saving grace was the letter I received only after going through this whole ordeal. 

Regards, ******** ******

11/2/2015 Billing/Collection Issues
11/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Getting calls up to 20 times a day 7 days a week. I have asked them to stop calling me. They call my on my work line, cell phone, and home line. Up to 20 times a day 7 days a week. Even on Sundays. Calls start at 6 am and go to 10 pm. This is harassment.

Business Response:
Dear **** ******* 

Thank you for contacting Comenity Bank regarding the above-noted account. Comenity Bank 
issues Victoria’s Secret/PINK credit cards, and we are here to help answer account-related 
questions. Your complaint submitted to the Better Business Bureau was forwarded to my 
attention, and I appreciate the opportunity to assist you. 

We understand from your complaint that you are receiving multiple calls from Comenity Bank and 
you would like the calls to stop. 

Please be assured that we have updated our records to include a “Do Not Attempt to Collect” 
status; however, you remain responsible for the balance on the account. Additionally, please 
keep in mind that the Bank may contact you by mail or service of court filing, which would comply 
with state and federal law. 

As of today’s date, the Victoria’s Secret/PINK account has a balance of $1,068.40, and the 
account is four billing periods past due. If the account exceeds six billing periods past due, the 
balance would be charged off and report to the credit bureaus as such. We encourage you to 
contact our Payment Solutions team, toll free, at ###-###-#### (TDD/TTY ###-###-####) to 
discuss payment options that may be available to you. 

I hope this information is helpful. If you have further questions or concerns, please contact the 
Payment Solutions team at the number provided. They will be happy to assist you. 

Sincerely, 

Shawnda Y**** 
******** ********* ********** 

11/2/2015 Problems with Product/Service
11/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have an Ann Taylor, Express, Victoria's Secret and a J Crew credit card through Comenity. On the rare occasions that I have made purchases, I have NEVER, not ONCE received a bill until after it was due (a scam for Comenity to then charge a $35 late fee. The company then proceeds to call both my office phone and cell phone up to and sometimes over 10 times in a 24 hour period.

Desired Settlement: I want any late fees waived and a statement mailed to me immediately (I have not received one since making any purchases at Ann Taylor. I will then pay in full and close out these accounts as I have reported them to the Federal Trade Commission and want absolutely nothing to do with their unethical "business".

Business Response:
Dear ******* *******

We received the complaint that you sent to the Better Business Bureau (BBB), regarding the above-noted accounts.  Comenity Bank issues Ann Taylor/LOFT, Express, Victoria's Secret/PINK, and JCrew credit card accounts, and we are here to help answer account-related questions.  Your inquiry was forwarded to my attention, and I appreciate the opportunity to address your concerns.

We understand from your correspondence that you have an Ann Taylor/LOFT, Express, Victoria's Secret/PINK, and a JCrew credit card through Comenity Bank.  You state that you have never received a bill until after it was due and then were charged a $35.00 late fee.  Additionally you state that Comenity Bank calls both your office phone and cell phone up to, and sometimes over 10 times, in a 24 hour period.  You request any late fees be waived and a statement mailed to you immediately.

Please note, we have reviewed the above-noted credit card accounts, and we are pleased to share our findings below.

Please be advised, use of the account, or failure to close the account within 30 days of receiving the Credit Card Agreement (CCA), indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.

Ann Taylor/LOFT Account

Our records indicate that the Ann Taylor/LOFT account was opened on January 17, 2015.  On September 22, 2015, a purchase for $209.50 was applied to the account, and on September 28, 2015, a purchase for $157.48 was applied to the account.  The account billed on October 2, 2015, with a balance of $366.98 and a minimum payment of $25.00, due by October 28, 2015.  For your records, I have enclosed a copy of the October billing statement.

Please be assured, the Ann Taylor/LOFT account was not charged a $35.00 late fee.

Express Account

The Express account was opened on January 17, 2015.  The last purchase was charged to the account on February 20, 2015, in the amount of $308.77.  The last payment, in the amount of $322.07, was received on May 18, 2015, resulting in a zero balance.

When an account has no activity and a zero balance, monthly billing statements are not generated.  Due to no activity on the Express account, and the account balance is zero, no statement was generated since June 2015.

Please be assured, the Express account was not charged a $35.00 late fee.

Victoria's Secret/PINK Account

The Victoria's Secret/PINK account was opened on January 17, 2015.  The last purchase was charged to the account on March 12, 2015, in the amount of $30.99.  The last payment, in the amount of $30.99, was received on May 9, 2015, resulting in a zero balance.

Due to no activity on the Victoria's Secret/PINK account, and the account balance is zero, no statement was generated since June 2015.

Please be assured, the Victoria's Secret/PINK account was not charged a $35.00 late fee.

JCrew Account

The JCrewaccount was opened on January 17, 2015.  The last purchase was charged to the account on September 30, 2015, in the amount of $117.00.  The last payment, in the amount of $444.08, was received on September 16, 2015.

The account billed on July 2 2015, with a balance of $367.37 and a minimum payment of $25.00 due by July 28, 2015.  As no payment was received, a $25.00 late fee and a $7.98 finance charge were assessed to the account. 

The account billed on August 2, 2015, with a balance of $400.35 and a minimum payment of $46.00 due by August 28, 2015.  As no payment was received, a $35.00 late fee and a $8.73 finance charge were assessed to the account, resulting in an outstanding balance of $444.08. 

Our records further indicate that the July statement was mailed on July 7, 2015, and on July 10, 2015, the statement was delivered.  The August statement was mailed on August 7, 2015, and on August 11, 2015, the statement was delivered.

On September 16, 2015, a $444.08 payment was received, resulting in a zero balance.

On September 30, 2015, a purchase for $117.00 was charged to the account.  The account billed on October 2, 2015, with a balance of $117.00 and a minimum payment of $25.00 due by October 28, 2015.  For your records, I have enclosed a copy of the October billing statement.

Although we found no billing errors on the part of Comenity Bank, in the interest of customer service, a late fee credit for $35.00 has been issued to the account.

Please be advised, when the Bank’s records show an account as delinquent, the Bank will make attempts to contact you regarding the status of the account.  Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status. 
Due to potential negative ramifications for our customers if an account remains delinquent, Comenity Bank will utilize a dialer system to place outbound calls to a customer until our attempt to communicate is successful.

If you wish to no longer receive reminder calls on the dialer, please contact Customer Care at ###-###-####.

We hope that this information is helpful.  If you have any further questions or concerns regarding the accounts, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####); I will be happy to assist you.

Sincerely,

Tionna M******
******** ********* **********

11/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I missed a payment on a Lane Bryant Retail Card held by Comenity Bank 2012. With calling and before attempting to contact me by mail, Comenity reported a 30 day delinquency to the credit bureaus which impacted my credit score. I do not believe they made sufficient attempts to contact me about the late payment before reporting to the credit bureaus.

Desired Settlement: I would like to see updated information reported to the credit bureaus. 30 days is a late payment not something so significant that it should have negatively affected my credit history. The account has been paid in full for over 2 years.

Business Response:


Dear Ms. *****

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Lane Bryant Retail credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that Comenity Bank reported the above-referenced account as 30 days delinquent and this has impacted your credit score.  Additionally, you believe Comenity Bank did not make sufficient attempts to contact you before reporting the payment as late.  You are requesting that the Bank update the information reported to the credit-reporting agencies regarding the 30 day delinquency.  I am happy to share my findings with you.

After a thorough review of the account, our records indicate that payments were not received for the months of December 2012 and January 2013 which caused the 30 day delinquency to be reported to the credit-reporting agencies for January 2013.

Regarding the matter of the Bank not making sufficient attempts to contact you in regard to the late payments, our records indicate that you were enrolled to receive online statements.  Statement Ready Email (SRE) notifications were being sent to the email address supplied at the time of enrollment on Account Center, wlbelfor@yahoo.com.  We have no record of the SRE notifications being returned as undeliverable.

On November 7, 2012, a statement was issued to you with a balance of $87.00, and a minimum payment of $25.00, due by December 3, 2012.  As no payment was received by the due date, a late fee was assessed to the account per our Credit Card Agreement (CCA).  Enclosed is a copy of the CCA for your records.  

On December 8, 2012, a statement was issued to you with a balance of $113.97, and a minimum payment of $56.00, due by January 3, 2013.  As no payment was received by the due date, another late fee and finance charge were assessed to the account and it was reported as 30 days past due.  Enclosed are copies of the statements referenced above for your records.

Comenity Bank reports the same information to each of the national credit-reporting agencies.  A review of the reporting indicated that each credit-reporting agency is reporting the 30 day delinquency; however, Equifax was reporting the delinquency for February 2013, instead of January 2013.  Notification was sent to Equifax to update their records to correctly reflect the delinquency in January 2013.  Please allow 45 days for their records to be updated.

You may contact the national credit-reporting agencies and place a consumer statement on your credit file that explains why the account became delinquent.  This will not change your credit rating; however, it will explain to potential creditors why the account became past due and it may contribute to their decision to extend credit to you.  You may contact them, using the below information, for assistance.

 
Experian (TRW)  
P.O. Box 2002
701 Experian Parkway
Allen, TX 75013 - 0036 
###-###-####
http://www.experian.com

Trans Union (TRU)
P.O. Box 390
Springfield, PA 19064 - 0390 
###-###-#### P.O. Box 740241
Atlanta, GA 30374 - 0241 
###-###-####
http://www.transunion.com

Equifax (CBI)
P.O. Box 740241
Atlanta, GA 30374-0241
###-###-####
http://www.equifax.com  

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Renee S****
******** ********* **********

10/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have received offers directly from merchants backed by Comenity Bank. I have applied for credit through them and in being denied without thorough explanation as to why. Upon request for reconsideration the company refuses directing me to the credit bureaus whom do not make the decision. They're claiming the decision is based entirely on score. My social security number was recently compromised and because if this my score was gravely affected. However, I've since replace alerts on my reports and have been working with the bureaus to clean up my reports. My score is continues to improve rapidly but I don't feel the company is reviewing or reconsidering my reports.

Desired Settlement: I would like the decision to deny me credit to be reconsidered. I would like to be extended credit even if that means starting at lower credit limit.

Business Response:

Dear Ms. *****:

We received your complaint, addressed to the Better Business Bureau, regarding the
applications referenced above. Comenity Bank issues Lane Bryant Retail, Venus, and Victoria's
SecreffPINK credit cards, and we are here to assist you with all application-related questions. I
appreciate the opportunity to respond to your concerns.

We understand from your complaint that you applied for the Lane Bryant Retail. Venus, and
Victoria's SecretlPlNK accounts; and you have been denied without being provided an
explanation. You further state that when you requested a reconsideration we refused and
advised you to contact the credit agencies for further information. You also advised that you are
a victim of identity theft, which has gravely affected your credit score.

Bank records indicate that we received the above referenced applications from July 28. 2015, to
October 12, 2015. Comenity Bank uses an electric scoring system when reviewing and
approving credit applications. Applications are evaluated using information from both the
application and the credit bureau report, including the credit score that we obtain for the
applicant from the credit reporting agencies. Please find enclosed letters that explain the
reasons for the declined applications which were sent to you at the address provided on your
applications.

In addition to the credit score that is obtained from the credit bureau, the Bank uses its internal
scoring system to establish an internal risk score that is used in evaluating applications. The
internal score is determined based on various factors, including information from the credit
bureau report, such as your credit score, as well as application information.

Comenity Bank records indicate we were unable to approve the above referenced applications
due to the Bank's internal risk scoring model, which was outside the Banks credit-approval
guidelines. Please note that this score is not the credit bureau score from Equifax, Experian or
Transunion, but rather an internal score based upon review of the aforementioned information.
For detailed information about your credit report and credit score you would need to contact the
credit-reporting agencies, as we are unable to give out credit report information. Please see
below the credit reporting agencies contact information.

We only pull credit once in a 30 day time span, per client you are applying for, as a policy. Due
to the credit-reporting agencies updating once evely 30-45 days, we are unwilling to reconsider
you applications. You are welcome to reapply 30 days from the date of the last application per
the Lane Bryant Retail. Venus, and Victoria's SecretPINK credit applications.

We hope you have found this information helpful. If you have any further questions, please
contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to
assist you.

Sincerely,

Diamond L***
******** ********* **********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, ****** *****

10/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am very concerned regarding the serious possibility that you have not followed the permissible purpose provisions of the federal FCRA. A credit inquiry for you, Comenity Bank/ASHSTWRT, was placed within my Equifax credit file in May, 2015. The Act specifies that you must document your reasons for requesting my report and, when in error, remove them as well. I am depending upon Comenity Bank/ASHSTWRT to follow the statute: Either provide documentation that the law was followed by researching the matter at once, or remove this offending inquiry as soon as possible.

Desired Settlement: Removal of credit inquiry or the supplying of documentation.

Business Response:

Dear ******* *******

We received a complaint, addressed to the Better Business Bureau, regarding the above-referenced credit card inquiry.  Comenity Bank issues Ashley Stewart® credit card accounts, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

 

You state that a credit inquiry was placed on your Equifax credit bureau report from Comenity Bank/Ashley Stewart in May 2015.  You are requesting Comenity Bank research and provide documentation regarding the inquiry or remove the inquiry from your credit bureau report.

 

We have reviewed our records and we are happy to share our findings.

 

Bank records indicate that on May 9, 2015, an application for an Ashley Stewart® credit card account was submitted.  The application was declined, and on May 10, 2015, a letter was sent to you explaining the reasons.  We have enclosed a copy of this letter, for your review.

 

Although we find the credit inquiry dated May 9, 2015, to be valid, in the interest of customer service, we have sent notification to the national credit-reporting agencies with instructions to remove the credit inquiry, regarding the Ashley Stewart® credit card application, from your credit bureau report.  Please allow the credit-reporting agencies 45 days to update their records.

 

We hope you find this information helpful.  If you have any further questions or concerns, regarding this matter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

 

Laura R******

******** ********* **********

 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards,
******* ******

10/26/2015 Billing/Collection Issues
10/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I closed my credit card with West Elm/Commenity Bank back in August and was charged in late september for an item that was ordered back in April. This item was on back order so I called to cancel it in April. Recieved the package and called West Elm to have them send ups out to pick up, it took 4 verbal requests to have this down. The package was than received on Sep. 23 and I have yet to receive a refund on my CLOSED credit card with Commenity Bank. I cannot believe that a CLOSED credit card can be charged for something that was ordered and cancelled months ago. I have called many times and they keep saying they will take care of it. As of today, my CLOSED credit card still has an open balance of something that I do not have.

Desired Settlement: I want my credit card back down to a zero balance and I want the credit card CLOSED. As it should have been when I requested it back in August.

Business Response:

 Dear *** ******** 

We received your complaint, addressed to the Better Business Bureau, regarding the
account referenced above.  Comenity Bank
issues west elm credit card accounts, and we respond to account-related
questions.  Your complaint was forwarded
to my attention, and I appreciate the opportunity to respond to your concerns. 

We understand your concerns regarding the purchase for $84.53 that was charged to
your closed account on September 10, 2015, for a purchase that was on back
order that you cancelled with west elm.  We
apologize for any inconvenience this matter may have caused you.   

Our records indicate that west elm issued a credit to your account for $84.53 on
October 6, 2015.  Please be advised that
the balance on your account is zero. 

Also, your account was closed per your request on August 27, 2015.  As long as there are no additional purchases
on back order with west elm, no additional charges will be applied to your
account.
 

We hope this information is helpful.  Should
you have any other questions or concerns regarding this account, please feel
free to contact me at ###-###-####, ext. ******* (TDD/TTY
###-###-####).  I will be happy to assist you. 

Sincerely,

Ashley H*****
******** ********* **********

10/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I currently have an account with the RoomPlace. Within the last month I have faxed over my husband's military orders so that our accounts can be added under the SCRA benefit. I just received a later in the mail in regards to my account stating that it cannot be added onto the account because he is not listed on my account. He has an account with The RoomPlace and I have one as well. I called the number on the letter and no one even knows what SCRA is (very sad). I spoke with three different departments, which the last one read to me something she found regarding SCRA benefits and who is covered under these benefits. According to The RoomPlace, dependents, such as myself (wife), aren't considered eligible. According to the Act put in effect in 2003, which is a federal law, gives all military members rights as they enter active duty and/or while on active duty, as well as their dependents. I think that it is disgraceful that as a spouse who supports a service member would be cast out. Being married to a service member is not an easy task. If something happens to my husband, the military doesn't out cast the spouse because they are not a service member themselves. While that service member is gone, it is the spouse to continues to ensure that his home is ran accordingly. When you marry, you marry everything about a person, including their debt. I can only imagine how many other service members' dependents have been denied. JUST NOT TASTEFUL AT ALL!!!!

Desired Settlement: I want my account under the SCRA benefit as my husband's account is.

Business Response:

Dear *** ********:

We have received your complaint addressed to the Better Business Bureau, regarding the
above-referenced account. Comenity Bank issues The RoomPlace@ credit card accounts, and
we respond to all account-related inquiries. Your complaint was forwarded to my attention for
review, and I appreciate this opportunity to assist you.

We understand from your complaint that you faxed aver your husband's military orders, so the
Servicemembers Civil Relief Act (SCRA) benefit could be applied to you and your husband's
accounts.

Please be assured that we have reviewed your claim, and I would like to share my findings.
This benefit is only able to be applied to an account which lists the active duty servicemember
as a primary or joint cardholder. As the above-referenced account does not meet this
qualification, we are unable to honor your request.

We hope you find this information to be helpful. If you have any further questions regarding this
letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). Iwill be
happy to assist you.

Sincerely,

James J****
******** ********* **********

10/26/2015 Billing/Collection Issues
10/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November 2013 I visited JCREW Department Store at ******** ***** ** ******** **** *********** ******* to shop. After collecting some desirables and went for checkout, the cashier asked if I have a JCREW Card and I responded in the negative. She said you can get a big discount if you have a card, I said I travel a lot and do not want a hassle with department store bills. She said you can pay online and I agreed to fill out the application, which was approved. The contract stated that if the full amount was paid within three months there would be no interest. On January 24, 2014 I performed a bill payment transaction online with my bank to pay JCREW the full amount of $864.00 and the bill was paid the same day under reference ACH online PMT Tracer ****************. However, while overseas in March-April 2014, I noticed the same amount was returned to my account on 19 Feb 2014 as JCREW "PMT REFUND". About the same time I started to receive emails from "Comenity Bank" about late payments. On May 12, I wrote to JCREW explaining the situation, asked them for clarification and advising that the payment can be resent if it will not be returned, but I will not pay the interest because I paid in full before the three months cut-off period. On May 13, someone by the name of Danielle from JCREW (signature block: ###-###-####, ext. *****) wrote back apologizing for my problems and suggesting that I call Comenity Bank on ###-###-####, which I did and was put in touch with a person who sounded understanding. I scanned the relevant portions of my Jan and Feb bank statements showing where the payment was made and later returned to my account. She apologized and asked if I would like to make the payment then (over the phone), I said yes but stipulated that I will not be paying the interest and that there will be no negative report to the credit bureaus. She agreed and the payment of $864 was done a second time. A few months after I noticed my credit card limit with **** ** ******* was reduced but I paid it no mind. Now, I am trying to refinance my home and saw late payment derogatory comment on my credit reports and my credit score that was above 700 with all bureaus is now below the 700 threshold with two bureaus.

Desired Settlement: Comenity Bank to correct my credit report with all three bureaus and send me an apology note that I can send to Bank of America and my mortgage company.

Business Response: .

Business Response:

Comenity Bank
PO Box 182025
Columbus, Ohio 43218-2025

October 23,2015

Percy Newland
9861 Red Heart Lane
Tamarac, FL 33321-6323

RE: JCrew Credit Card Account Ending In 2167
Better Business Bureau Complaint ID # 10849374

Dear Percy Newland:

We received your additional complaint, addressed to the Better Business Bureau, regarding the

account referenced above. Comenity Bank issues JCrew credit card accounts, and we are here
to assist you with all account-related questions. I appreciate the opportunity to respond to your
concerns.

We understand from your complaint that you have provided proof that the payment was debited
from your bank account, and was later credited back to your bank account. Please accept our
apology for any frustration that you may have experienced regarding this matter.

Please be advised, although we are still unable to locate a returned payment, we do recognize
from your bank statement, that you attempted to pay your account in January of 2014.

In the interest of customer service, due to this account being reported as a write off, Comenity
Bank sent a request to the national credit-reporting agencies to delete the account from your
credit report, in its entirety. Please allow up to 45 days for this information to be updated in their
records.

We hope you have found this information helpful. If you have any further questions, please
contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to
assist you.

Sincerely,

Amanda R**
******** ********* **********

Consumer Response:

I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

I also wish to thank BBB for its facilitation of the matter, without which my credit worthiness would remain damaged for a long time.

In the interest of fairness, the major blame should be apportioned to JCREW. I opened the account with them, I made payment to them (in full), and they returned the payment one month after receipt without (1) advising their partner (Comenity) of the transaction, and (2) without advising me why the payment was returned and that it should, instead, be sent to their partner and not them. This was an intervention point for amicable resolution which was missed.

The above said, Comenity Bank is not without some blame. When I contacted them (after highlighting the problem with JCREW and they providing me with Comenity's contact number), they showed no interest in my explanation that the payment was made to JCREW. They just wanted to know if I will pay now, now online, which I did under the conditions they could not take any levied interest from my account and they cannot report any negative information to the credit bureaus, they agreed but did the latter. This was also another intervention point to resolve the issue amicably - ask me to provide proof that I paid.  

Regards,
***** *******

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account with Avenue which was paid thru Comenity Bank. I got behind in the loan and was contacted by this bank for collection purposes. I agreed to payments with them and started the process through deductions thru my grandmother's checking account. My hours were cut at the store so I needed to lower the payments scheduled. I asked this collector (a Mr. G****) if he could send me a statement showing of my account so I could figure out what I could pay. Mr. G**** said they could not issue statements once an account was written off. I then put it in writing because in California if you request a statement either by mail or phone, a collection agency has 30 days to provide you with this information. I still have not receive a statement to date, only Mr. G**** wanting to make payment arrangements. I have no problem making payment arrangements. I would just like to have a statement from them of what my starting balance was, how much I have paid and how much I owe. Isn't this a reasonable request? If you could help me obtain a statement from Comenity Bank, I would appreciate it and figure out what payment arrangements I can afford.

Desired Settlement: Send me a detailed statement of how much was my balance at the start of collection; how much I have paid since then; how much I owe.

Business Response:

Dear ****** ** *******

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

We understand from your complaint that you have an Avenue account and you were contacted by Comenity Bank’s collection department for payment.  At that time you set up payments to be debited from your grandmother’s personal bank account.  You also state that you requested statements from the collection representative, that shows the starting balance, and how much is owed after payments.  I am happy to share my findings with you.

Your Avenue account was opened on July 8, 2013; use of the account or failure to close the account within 30-days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.  The last purchase of $13.49 was made on November 19, 2013, and your last payment of $129.50 was received on August 21, 2015.  Your account was written off on May 22, 2015, with an unpaid balance of $489.14.

Please be advised, that I have enclosed statements for the months of July 2013 through April 2015.  When an account is written off there are no statements issued after the write-off date.  Due to the write-off date on the account being May 2015 there would be no statements generated after this date.

After reviewing the account I find that payments set up through our collection department are as follows: a payment of $65.00 was received on June 20, 2015, a payment of $100.00 was received on July 4, 2015, a payment of $65.00 was received on August 1, 2015, and a payment of $129.50 was received on August 22, 2015, the payment of $129.50 was returned from your banking institution as a stopped payment and this amount was applied back to the Avenue account.

As of the date of this letter the balance on the account is $259.14 with a minimum due of $259.14 on October 22, 2015.  

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                             

Renee S****

******** ********* **********

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We are copying a letter that we sent, along with a copy of the statement from a company called Woman Within. It has an office in Columbus Ohio. Our letter to this company is fairly self explanatory whereas, in our opinion, a hidden cost of 15.00 dollars (fifteen dollars) was charged to our account. Not only are we concerned for ourselves, how many people has this company extorted $15.00 in a similar fashion. That's a lot of free money made from a lot of people unaware and caught between a rock and a hard place taking advantage of a service offered and advertised on the monthly statement.We appreciate any energy you can possibly spend on this matter.Thank you for your time and consideration* ****** * ** ******** ***

Desired Settlement: Consumer does not specify but appears to want the $15.00 fee removed from her bill.

Business Response:

Comenity Bank
PO Box 182025
Columbus. Ohio 43218-2025

October 3, 2015

Diane Cahill-Williams
6 Valley View Drive
Bath, PA 18014-2128

RE: Woman Within@ Credit Card Account Ending In 0766
Better Business Bureau Complaint ID #10837111 

Dear Ms. Cahill-Williams:

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced
above. Cornenity Bank issues Woman Within@ credit card accounts, and we are here to assist you with all
account-related questions. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you are not aware of what the $15.00 fee on your statement was, and
that it could be a fraudulent charge.

Bank records indicate that you processed a payment by phone with a Bank representative on September 2,
2015. At the beginning of this telephone call, you were advised a $15.00 pay by phone fee would be charged
to the balance if you agreed to pay by phone. You then agreed to the payment of $20.00 and the $1 5.00 pay
by phone fee at the end of the telephone call.

Per the Bank's Credit Card Agreement (CCA), under the "Other Fees and Charges" section it states "We may
offer alternative payment methods that allow you to make individual, expedited payments to your Account over
the phone. If you choose to use this payment method, we may assess the current fee we charge for this
service, subject to any limitations of applicable law. Currently, that fee is up to $1 5.00 but may change." We
have enclosed a copy of the CCA for Woman Within@ account for your records.

In order to provide the best customer service possible, please note the following ways in which payments may
be made, and you may choose a payment method that is right for you.

Online: Online payments submitted before 8pm Eastern Time (ET) can be credited to your account today.
Online payments submitted after 6pm (ET) will be credited the following day (or on your future scheduled
payment date). Please note that it may take up to two business days to complete the financial transfer from
your personal bank account to your Woman Within@ account.

Mail: Send your payment and payment coupon in the envelope that came with your billing statement. We
recommend allowing a week for the payment to arrive. If you're a paperless customer, print out a payment stub
on the online account management site so your payment is processed as quickly as possible.

In the interest of customer service, the pay by phone fee of $15.00 has been credited to the account.

You are a valued customer, and I hope this information is helpful. Should you have any further questions or
concerns, please do not hesitate to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).
I would be happy to assist you.

Sincerely, 

Amanda R**

******** ********* **********

10/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB Staff, I am writing you in an attempt to file a complaint against Comenity Bank. I have attempted to contact Comenity Bank sevral times regarding an account opened with them during my incarceration. They have both failed to respond to me or remove this fraudulent account from my credit report as required by federal law. I have listed my identifying information below in order to aid you in this complaint. You attention and assistance in this matter is appreciated.

Desired Settlement: Consumer does not specify but appears to want this account removed closed and removed from his credit report.

Business Response:

Dear ***** ******* ********

Thank you for contacting Comenity Bank. We received your complaint, addressed to the Better
Business Bureau, regarding a fraudulent account being opened in your name during your
incarceration. As the bank that issues many different credit card accounts, we are here to assist
you with your account-related questions. Your complaint was fonvarded to my attention, and I
appreciate the opportunity to assist you.

After a thorough review of our records, we are unable to locate any credit card account with the
information provided. We would be unable to resolve this matter without having additional
information to research your concerns. Please provide the following:

Avalid Comenity Bankaccount number
A full Social Security number
An address associated with the account
Any previous or alternate names

We hope that this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/ITTY ###-###-####).
Iwould be happy to assist you.

Sincerely,
Melissa L******
******** ********* **********

10/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity/Express has reported to the credit reporting agencies a record of 30 day late payments on this account. My late payments were due to login in errors and inability to access my account online. Since these late payments were due to an error with the online site I requested that they remove all any delinquent paymempnt history from my account and any reporting to the credit agencies. They have agreed that this late payment was is error and credite my account for any late fees. But they have refused to contact the credit reporting agencies to have the late payment removed from my history and credit reports.

Desired Settlement: Comenity Bank needs to contact all credit reporting agencies to have this late payment history removed.

Business Response:
Dear E***** ******* 

We received your complaint, submitted to the
Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Express credit card
accounts, and we are here to help with your account-related questions.  I appreciate this opportunity to assist
you.   

We understand from your complaint that the
Express account is reporting 30 days late on your credit file.  Additionally, the late payments are due to
online login issues.  You are requesting
the Bank remove the late payments from your credit report.  I am happy to share my findings with you. 

Bank records indicate a billing statement for
the Express account was issued via email on September 17, 2014, which reflected
a balance of $87.87 with a minimum payment of $25.00 due by October 13, 2014.  A statement was issued via email on October
18, 2014, which reflected a balance of $114.86 with a minimum payment of $30.00,
due by November 13, 2014.  Due to
non-receipt of payment, the account was reported as two billing statements past
due to the credit-reporting agencies. 

Although, the Bank finds no error, in the
interest of customer service, instructions were sent to the national
credit-reporting agencies to delete the derogatory reporting for December 2014,
for the above mentioned account.  Please
allow the credit reporting agencies 45 days to update their records.
 

We hope this information is helpful.  Should you have any further questions or
concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY
###-###-####).  I would be happy to assist you. 

Sincerely, 

Kaija M*******

******** ********* **********

10/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get this situation settled and as of now have not had any resolution. On April 26, I ordered through HSN totaling $161.49. I asked them to put the amount on my card on file which is my Visa credit card. I also asked them place the item on flex pay which was 26.19/monthly. The monthly amount comes directly out of my checking account. Since I had a couple of other charges it was best to lump the amount that came out of my account. I confirmed the amount with the representative and received my product in a couple of weeks. Never heard anything from Comenity bank during this time and to date still have never received a statement!! In July, after being out of the country for a couple weeks, I can home to countless phones calls on my caller ID some days totaling over 50 calls! I had no idea who was calling me so I called the number and talked to a lady who was unbelievable rude!! When I told her that I did not authorize the charge she told me to call HSN, which I did. I was told by the representative at HSN that the charge was put on the card but I could pay the balance over the phone in full which I did. I confirmed this amount would pay off my account as she said yes. In August, I started receiving the massive phone calls again!! I again was traveling so when I returned it was the same 50+ calls a day!! I called the number back on August 21 and talked to a lady who was equally as rude as the first on and she told me I owed money to Comenity for my HSN charge. When I told her I had paid it off through HSN, she told me there is no way I could have done that since the charge was on the credit card. I asked her to give me the amount that she shows I owed without the late charges since this was NOT AUTHORIZED her gave me the balance of $61.53 which I paid over the phone. I confirmed with her once again that my account after the 61.53 payment was 0, she confirmed that I would not be receiving any calls since my account was now paid off. I have started to receive the phone calls again!!! I looked at my account and it shows I still have a balance! This account has been paid off!!!! This is absolute HARRASSEMENT and I am reporting this to the BBB and the reporting credit agencies.

Desired Settlement: This account has been paid off as per the representative at Comenity. I confirmed with her that I would have a zero balance after my 61.53 payment. I want confirmation of a zero balance account and confirm that my credit has not been damaged due to this issues.

Business Response:

Dear Ms. ******:        

Thank you for contacting Comenity Capital Bank.  As the bank that issues HSN credit card accounts, we respond to all account-related concerns.  Your complaint, addressed to the Better Business Bureau, was forwarded to my attention for review.  I appreciate the opportunity to assist you.  

We understand from your complaint, you ordered an item from HSN totaling $161.49 on April 26, 2015, which you asked to be placed on your Visa credit card. You state that you confirmed the amount with the HSN representative, and received the item within a few weeks.  However, in July 2015, you began to receive telephone calls from Comenity Capital Bank, advising you that the above-mentioned item was applied to your HSN credit card account.  

In an attempt to rectify this matter, you agreed to pay $61.53, which was the amount quoted to you by a Bank representative, minus any of the previously assessed Bank fees.  You are requesting confirmation that the account balance is zero and that your credit has not been negatively impacted by this matter.  We sincerely apologize for any inconvenience or frustration you may have experienced as a result of this matter.

Thank you for taking the time to speak with me on October 5, 2015, regarding this matter.

As a follow-up to our conversation, Bank records indicate on April 26, 2015, a charge of $44.89 was applied to the HSN account for a SSC Mirco Current Egg, Flex Payment 1 of 6.  On May 18, 2015, a statement was issued indicating a balance of $44.89 with a minimum payment of $25.00, due by June 13, 2015.  As no payment was received, a late fee and finance charge were applied to the account, pursuant to the terms outlined in the Credit Card Agreement (CCA).

On May 26, 2015, a charge of $23.32, for Flex Payment 2 of 6, was applied to the HSN account.  A statement was issued on June 17, 2015, indicating a balance of $94.71 with a minimum payment of $30.00, due by July 13, 2015.  Again, as no payment was received, a late fee and finance charge were applied to the account.

On June 25, 2015, a charge of $23.32, for Flex Payment 3 of 6, was applied to the HSN account.  A statement was issued on July 18, 2015, indicating a balance of $150.77 with a minimum payment of $38.00, due by August 13, 2015.  No payment was received which resulted in another late fee and finance charge being assessed to the account.  Thank you for your payment of $61.53, which posted to the account on August 19, 2015.  This payment satisfied the minimum payment amount due by September 13, 2015. 

Please understand, when the Bank’s records show that the minimum payment due was not received, in full, by the due date; the Bank will make attempts to contact you, via an automated dialing system, regarding the status of the account.  Many times a payment is overlooked by the customer, and a reminder call is helpful to bring the account back to a current status.  Per your request, we have notated the above-referenced account to ensure that you are no longer contacted via an automated dialing system.

Additionally, Bank records indicate that the monthly billing statements were issued to you via U.S. mail and were delivered on June 25, 2015, July 27, 2015, and August 25, 2015.  Bank records do not indicate a confirmation of delivery for the statement issued on May 18, 2015.  However, we also have no record of any statement being returned as undeliverable.  Enclosed, please find a copy of the monthly billing statements, for your review. 

Based upon the issues outlined in your complaint, we have reviewed the applicable phone conversations and correspondence sent to the Bank.  Our records do not indicate that you were advised the account balance would be reduced to zero after your payment of $61.53.  However, our records indicate that on August 18, 2015, you were advised that the account had an outstanding balance of $120.77, including late fees and finance charges.  Furthermore, our records indicate that you were provided incorrect information regarding the amount that was applied to the account for the item, minus any of the previously assessed Bank fees. 

Due to this error, in the interest of customer service, we have issued credits totaling $69.84 for the previously assessed Bank fees.  The remaining balance on the account is $30.00, which includes $6.68, for Flex Payment 2 of 6 and $23.32, for Flex Payment 3 of 6.  Thank you for scheduling a payment of $30.00, on October 5, 2015, to satisfy the account balance. 

Lastly, notification has been sent to the national credit-reporting agencies with instructions to remove the reported delinquencies for July and August 2015.  Please allow the credit-reporting agencies 45 days to update their records.

You are a valued customer, and we hope you find this information to be helpful.  If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

 Lauren S****

******** ********* ********** 

10/23/2015 Billing/Collection Issues
10/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In September, 2013 I financed $1500.00 of a $2300.00 purchase. Since then, I have been making monthly payments of approximately $50.00. I just recently learned that although I have been making regular monthly payments, my payoff balance is approximately $1410.00. This is only $80 less than the original amount financed in 2013. I contacted Comenity and found that most of the payoff consists of finance and late charges, as my payment is due by the 10th of each month. I typically make my payments after the 15th as this is typically when my paycheck is disbursed. Although I am making monthly payments, a finance and late charge is applied on the 11th of each month and as a result my monthly payments are only being applied to the finance and interest charges. I asked the Comenity representative for a reasonable payoff amount which would reflect the two (2) years of payments which should have been applied to the pricinpal. She was steadfast in the fact that this payoff is $1410.00, only $80 less than I originally financed in 2013. This is very unreasonable, and per their credit practices, my monthly payments will always only apply to the interest and late charges. I am contacting them in writing to obtain a full account summary so I can make a reasonable payoff suggestion, one that would reflect approximately $1200.00 in payments over the last two years.

Desired Settlement: I would like a reasonable payoff amount reflecting the two (2) years of payments of approximately $1200 made to Comenity over the last two years. I feel their credit practices are very unreasonable and in fact, predatory in nature. I will never finance or do any business again with Comenity and/or Gardner White Furniture.

Business Response:

Dear ******** **********

We have received your complaint regarding the above-noted account. Cornenity Capital Bank
issues Gardner-White Furniture credit card accounts, and we respond to all account-related
concerns. Your complaint, addressed to the Better Business Bureau, was forwarded to my
attention, and I appreciate the opportunity to assist you.

In your complaint, you state that you made a purchase for $2,300.00 and financed $1,500.00 of
the purchase on your Gardner-White Furniture credit card account. You further state that you
have been making payments of approximately $50.00 a month; however, your balance is not
decreasing. You are requesting that the late fees and finance charges be waived and to have
your account reflect a reasonable pay off amount. I understand your concerns and apologize
for any inconvenience or frustration this matter may have caused you.

Our records indicate that on July 19, 201 3, a purchase of $1,500.00 posted to your account and
was placed on a 6-month deferred interest, payment required plan that was set to expire on
January 19, 2014. For purchases on these plans, the customer is required to make payments
on the promotional plan balance based on the standard repayment terms for their account.

Interest is accrued (calculated, but not added to the balance) and if the balance is not paid in full
by the plan end date, the accrued finance charges, which were calculated from the date of the
original purchase, will be added to the deferred balance, and this balance will be moved to the
customer's revolving balance. This information appeared on your monthly billing statements,
under the heading, "Details of your plans". I have enclosed your billing statements for your
review.

Upon further review, our records indicate that payments of $25.00 were made for the months of
September 201 3, October 201 3, November 201 3, December 201 3, and January 2014. Please
be advised that a statement was issued to you on January 15, 2014, showing a balance of
$1,375.00 with a minimum payment of $25.00 due by February 10, 2014. Under the "details of
your plan" section of your January 15, 2014, statement, it stated that the promotional balance of
$1,375.00 needed to be paid in full by January 19, 2014, to avoid the accrued finance charge.

As a result of the promotional balance not being paid in full by the plan expiration date, the
accrued interest of $239.06 was assessed to your account on January 19, 2014, and the
remaining promotional balance of $1,350.00 was moved to revolving, which is subject to normal
monthly finance charges.

Our records further indicate that statements continued to be sent to you showing your balance,
minimum payment required, and due date. However, for the months of April 2014, September
2014, October 2014, January 2015, February 2015, March 2015, April 21315, May 2015, June
because the Bank either did not receive a payment by the due date, or the minimum payment was not met.

Comenity Capital Bank has not found any errors with the account, and we are unwilling to
remove any fees that were assessed to the account, as they are valid.

We hope this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. *******, (TDD/TTY
###-###-####). I would be happy to assist you.

Sincerely,
Jenny W****
******** ********* **********

10/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased furniture at an American Signature Furniture store with their store card issued by Comenity Bank. I was given an interest free promotion and made sure to make all of my payments on time. I made my last payment and my account was left at 0. Several months later I receive a bill from them stating that I owed more money, including late fees and finance fees. I contacted them immediately to resolve this and they were not helpful at all. I was refunded a late fee back in June 2014 and then sent another bill. I decided to go through the credit bureaus to resolve this matter, but Comenity Bank denies the dispute. This issue is causing me problems, as it is damaging my credit. Please note that I have other accounts with Comenity Bank in very good standing with no late payments and never had this problem before. I also made other large purchases and made sure they were paid in full before the expiration date of the offer. I was never late on this account and they have added derogatory marks to the credit bureaus. I need this resolved as soon as possible please.

Desired Settlement: I would like these late marks removed from my credit report and the additional fees that were charged after I fulfilled all of my payments refunded (approximately 150.00).

Business Response:

Dear Ms. ********

We received your additional complaint, addressed to the Better Business Bureau, regarding the
above-noted account. As the bank that previously issued your American Signature Furniture
credit card account, we respond to account-related questions. Your concern was forwarded to
my attention, and I appreciate the opportunity to respond.

Our records indicate that the situation referenced in your correspondence has already been
investigated, and we have previously responded to this inquiry. A copy of our previous
response, dated October 6, 201 5, is enclosed for your reference.

Please be advised that the Bank's position remains unchanged and we consider the matter
closed.

We hope you find this information to be helpful. Should you have any further questions or
concerns, you may contact me at ###-###-####,e xt. ******* (TDD/TTY ###-###-####).
I would be happy to assist you.

Sincerely,
Melissa L******
******** ********* **********

10/23/2015 Billing/Collection Issues
10/23/2015 Billing/Collection Issues
10/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: my name is ***** ***, since 2012- i have been purchase clothing through the Roaman's catalogue, beginning was fine, then started mass up the bill and same items sent double to me, make me confused and call them and send back to company, clear conversation with customer service, but continue to sent to me the bill, each time when i recieved the bill call them clear. i do not any owe to them, now they turn to collection, PLEASE HELP ME I AM APPRICIATE TO YOU AND THANK YOU VERY MUCH.

Desired Settlement: I dot not want to letter from world financial network bank and my credit report correction

Business Response:

Dear ***** ****

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Bank issues Roaman'sB credit card accounts, and we are here to
assist you with all account-related questions. I appreciate the opportunity to respond to your
concerns.

We understand from your complaint that you believe your bill is incorrect, and you were sent
double items. You have contacted Comenity Bank, with no resolve. You do not believe you
owe a balance on the account, and you would like a letter stating we corrected your credit
report.

Please note that Comenity Bank and Roaman's are two separate entities. The Bank is
responsible for addressing questions related to your credit card account. Roaman's is
responsible for handling matters related to sales, merchandise processing, returns and
shipping.

When merchandise is ordered from Roaman's, the account is charged for the cost of the
merchandise, sales tax (if applicable), and shipping and handling. Roaman's does not refund
shipping and handling charges when merchandise is returned. In addition, if the provided return
label is used to return the package, the return label fee is also charged to the account.

Bank records indicate, you have placed multiple orders with Roaman's that you charged to your
Roarnan'sQ credit card account. Please keep in mind when payments are not received, are
received after the due date, or are made for less than the minimum required, the account will be
assessed a late fee and finance charge, as explained in the Credit Card Agreement (CCA).

Our records indicate on March 11. 2013, we received your dispute, regarding the information in
your complaint. On March 25, 2103, we sent a response which is enclosed for your records.
We have spoken with Roaman's on your behalf, and they have provided receipts which verify
your purchases. The receipts are enclosed for your records, along with billing statements which
show the account activity that comprised the account balance and delinquencies which were
reported to the credit-reporting agencies.

Please be advised, the Roaman'sB account was opened on March 22,2012. The last purchase
of $7.50 was made on May 6, 2013, and the last payment of $87.93 was received on March 21.
2013. Since the account exceeded six consecutive billing cycles past due, the account was
closed, written off, and reported to the national credit-reporting agencies as an unpaid debt of
$310.90 on December 6, 2013. The Bank then sold the account to Portfolio Recovery on
January 20, 2015.

Comenity Bank is required to report factual information to the national credit-reporting agencies.
We have reviewed your account, and we find that the information reported is correct; as such,
we are unwilling to remove the account from your credit report.

As Portfolio Recovery is now the owner of this account, we ask that you contact them directly at
###-###-####.

If you have further questions regarding the charges applied to your account, please contact
Roaman's at ###-###-####.

I hope you found this information to be helpful. If you have any further questions, please
contact Portfolio Recovery at the number listed above.

Sincerely,

Amanda R**
******** ********* *****


Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.

Regards,
***** ***

Consumer Response:

Invoice # 13513-013913, 3/30/12, 105.93 + 15.99 +24.99 = 146.91

Invoice #125 600 126 2, Dark Sapphire Multi Dress  $144.78,  Return

Statement not correct $316.67

Correct amount = 146.91

146.91 + 7.50 (return fee) = $154.41

10/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I changed my bank the beginning of this year. I put my new banking info on the site for online payments. The bank dropped the first number for the routing number because it was a 0. The bank did not pay the online. I called the bank to tell them of the mistake that made. I was told we always drop the 0. Well I redid my info and the samething happen they dropped the 0 and the bank rejected the payment. I called the bank again and explained the situation. I talked to an individual that deleted the fees, I asked what about the previous fees, I was told it was not the banks fault. I do believe that this is the banks fault, because they insisted on not using the numbers as submitted. My account got closed, but payments were still being made. No my account is in nonpayment status. My limit was $500 and has been dropped to $150. The fees on this account need to be removed. I also have another account with this bank and the payments were just fine because the correct routing number was used. On both of these accounts have the same routing number.

Desired Settlement: I would like billing adjustments for this account and corrections on my credit report.

Business Response:

Dear Ms. ******

We have received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you changed your banking information via the Bank’s Account Center website at the beginning of the year to your new checking account information, you also state that Comenity Bank dropped a zero from the routing number on your checking account which caused your payments to return and that you were advised that Comenity Bank always drops the zero.  This matter caused the payments that were submitted to be returned from your banking institution as unable to locate the account.  You are requesting that all fees are credited back to the account and the original credit limit is reinstated back to $500.00.  I am happy to share my findings with you.

I have reviewed the calls in question, which confirmed that the Bank’s associates advised you that the payment(s) were returned based on an invalid checking account number.  Additionally, you were advised by our associates and supervisor that we are unable to change or edit a customer’s banking information on the Account Center website.  As you requested the returned fees removed and there were multiple fees applied to the account; as a courtesy, the Bank has removed one fee in the amount of $25.00 on February 27, 2015. 

Please be advised, due to the fact that the bank account information was entered incorrectly, not the routing number, Comenity Bank is unwilling to remove any additional check fees as they are valid.  As of the date of this letter, the balance on the account is $547.00, and the account is current with a payment of $30.00 due on September 17, 2015. 

You also requested that the credit limit is reinstated back to the original limit of $500.00; unfortunately, when an account has consecutive delinquencies due to a returned payment, the credit limit is lowered.  Once the Bank receives three months of on-time payments you may request a credit limit increase.

Comenity Bank is required to report factual data to all national credit-reporting agencies in regards to payments our customers make each month.  After reviewing our records, we have found these reports to the credit bureau to be accurate; therefore, we are unwilling to delete the negative information from your credit bureau report.

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions about your account, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                                                             

Renee S****

******** ********* **********

Consumer Response:  The bank information had be inputted twice-were they both incorrect.  The fees that the bank has access on my account should be reversed, because as you stated it was not your fault and neither was it mine.  I understand that the fees help run Comenity and the funding of the making of the clothes.  And for what reason were you quoting when my payment is due......I do believe I made the previous one.

Regards,
****** *****

Business Response:

Dear ****** ******

We received your additional complaint, sent to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Avenue credit card accounts, and we are here to help answer your questions.  I appreciate the opportunity to assist you with your concerns.

We understand from your additional complaint that you are questioning a matter regarding the routing number associated with your financial institution.  You are requesting an answer regarding why, or if, the Bank drops the first zero of the routing number. 

We previously received and responded to your complaint submitted to the Better Business Bureau regarding this same matter on August 27, 2015, September 11, 2015, September 21, 2015, October 2, 2015, and October 14, 2015.  Please refer to the previous response dated October 14, 2015, regarding the matter of the routing number.  

Please understand that Comenity Bank’s decision remains unchanged and the Bank considers this matter closed.

We hope you find this information helpful.  If you have any further questions regarding this letter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Renee S****

******** ********* **********

Consumer Response: The previous correspondence before this one states that you do not drop the 0 you send a 9 digit routing number.  In other correspondences you insist that you do drop the 0.  Maybe you need to review your previous correspondences.  It cannot be both ways.   This back and forth has been a waste of time.  Nothing has been resolved because it appears the "customer" you represent is the bank. 

Regards,

****** *****

10/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I received the bill I paid the balance in full....I am now getting collection calls for double the balance. When I tried to look at my account to see what is happening, I couldn't get on....I was locked out of my own account. I told the man in collections that I paid this balance in full....he said there was something wrong...I was being charged late fees. I can not view my account to see what is happening here...account number *** *** ***

Desired Settlement: corrected account

Consumer Response: I am rejecting this response because: I have it written down that I paid this bill in full. For some reason it must have not gone through.  I am requesting that you please remove all fees and I will pay the balance in full.  I don't know what happened here..maybe it was an Internet error ...but I did make dogs payment 

Business Response:

October 5, 2015

********** **********
* *** ******
**** ****** ** **********

RE: *********** ****** **** ******* ****** ** ****
Better Business Bureau Complaint ID #********

Dear Ms. ***********

We received your additional complaint, addressed to the Better Business Bureau, regarding the
account referenced above. Comenity Bank issues BrylaneHome credit card accounts, and we are
here to assist you with all account-related questions. I appreciate the opportunity to respond to your
concerns.

We understand from your complaint that you would like the late fees removed since there must have
been an error in the processing of your payment online.

Our records indicate that we have previously responded to this issue. Please find enclosed a copy
of our response sent to you on September 18, 2015.

Please keep in mind when payments are not received, are received after the due date, or are made
for less than the minimum required, the account will be assessed a late fee and finance charge, as
explained in the Credit Card Agreement. As such, we are unwilling to credit any late fees and
finance charges.

Bank records do not indicate any payments received, if you have documentation for payments you
have made; we recommend that you contact your personal banking institution, or money order
provider, for verification. If a payment is confirmed, please provide a copy of the front and back of
the missing payment, and we will be glad to update your account accordingly.

As of the date of this letter, you have a balance of $238.97 on your BrylaneHome account, and it is
currently five billing periods past due.

Should the account exceed six consecutive billing periods past due, the account will be permanently
closed, written-off, and reported to the national credit-reporting agencies as an unpaid debt. This
information could remain on your credit report for up to seven years.

We hope you have found this information helpful. If you have any further questions. please contact
me at ***** ********* **** ******* ******** ***** *********. I will be happy to assist you.

Sincerely,

Amanda R.
Consumer Relations Specialist
CC: Better Business Bureau

10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am submitting this complaint on behalf of my sister, who is elderly, disabled, and currently admitted to a facility, rendering it impossible for her to voice her complaint. *** has authorized me to submit this complaint on her behalf. On or around August 4, 2015, I received ***'s monthly statement from Comenity/Blair. The statement revealed that *** had purchased items totaling approximately $21. I immediately wrote a check for the amount due, placed it, and the payment stub, in the envelope provided, and mailed it on or around August 7, 2015. On September 2, 2015, I received ***'s next monthly statement from Comenity/Blair. The statement alleged that it had not received the payment, and alleged that *** now owed approximately $21 for the original purchase, and an additional $21 for a late fee. Essentially, *** was charged a penalty of 100% for a payment that was made well in advance the due date of August 20, 2015. On September 2, 2015, I called Comenity/Blair and spoke with a customer service representative. After I explained that the check was mailed on or around August 7, 2015, and that ***'s bank statement had shown that Comenity/Blair had in fact cashed the original check - albeit after the billing cycle had closed - the representative claimed, somewhat disingenuously, that the mail delivery to El Paso, TX tends to have problems, and therefore the payment was received late. I explained that I found it incredible that Comenity/Blair would allege that it took the U.S. postal service more than 19 days to deliver a check from one major hub - Boston, Massachusetts - to another popular location like El, Paso, TX. The customer service representative inartfully replied that "the mail has been delivered slowly this month - we've received a lot of complaints about that." The customer service representative denied all fault on the part of Comenity/Blair, stating that it had to have been the postal service that caused the delay, as Comenity/Blair would not purposefully withhold the tendering of a check in order to charge fees which would generate a substantial profit for it. The customer service representative then stated that because *** had been delinquent in making a payment earlier in the year, she was powerless to rectify the current late fee situation. As I explained to her, *** is disabled and elderly and was placed in a facility earlier this year. While in that facility, Comenity/Blair had sent her statements that she was unable to immediately address. When *** was discharged from that facility, she spoke with a customer service representative from Comenity/Blair, explained the situation, and asked for the billing address to be changed to direct statements to me in order to avoid any further problems. At that time, Comenity/Blair reduced the outstanding payment charges/fees, but, I believe, did not eliminate them in full. I believe that Comenity/Blair has engaged in an unfair and deceptive practice as that term is defined by Massachusetts General Law ch. 93A. Specifically, I maintain that Comenity/Blair has adopted a policy, and engaged in a practice, whereby they delay tendering the payments received by them in order to create fees. Pursuant to Mass. Gen. Laws ch. 93A, this complaint constitutes a "demand in writing," as required pursuant to that statute. Pursuant to Mass. Gen. Laws ch. 93A, I must explicitly notify Comenity/Blair that should we fail to reach an acceptable resolution to this matter, the claimant is entitled to double or treble damages and reimbursement of legal fees. I expressly reserve all of ***'s rights, remedies and claims with respect to the foregoing matter.

Desired Settlement: I demand for the $21 late fee be extinguished and that a credit in that same amount be issued immediately. Further, because I made payment of the July statement - in the amount of $20.97 - in full, which Comenity/Blair did in fact receive and tender for payment (on 8/26), and because I made a second payment in the full amount of the August statement - $41.97 - which included both the original $20.97 (which had already been paid) and the $21.00 late fee - *** is entitled to receive a credit in the full amount of $41.97.

Business Response:

.We have received the inquiry that was sent to The Mayor’s Office of Consumer Affairs and
Licensing on your behalf regarding the above-noted account. The correspondence was
forwarded to Comenity Capital Bank (Bank). Comenity Capital Bank issues the Blair credit card,
and we are here to help answer your questions. I appreciate the opportunity to assist you with
your concerns.

The complaint indicates Ms. ******** believes payment processing for a payment she sent to
the Bank was delayed, and as a result of that delay her account was assessed a late fee.
Per the payment coupon portion of your monthly billing statements, payments must reach us by
5 pm CT on your payment due date. Conforming payments received by this deadline are
applied to your account as of the date received. Please review the information under “Making
payments” within Section “A. Getting Started” of your Credit Card Agreement (CCA) for
additional information regarding payment requirements. I have enclosed a copy of your CCA, as
well as copies of your 2015 billing statements, for your reference.

As a result of a prior complaint filed through the Better Business Bureau of Central Ohio, we
issued courtesy credits totaling $21.00 for late fees and finance charges previously assessed to
your account. These credits, in addition to recent payments received from you, left a credit
balance of -$41.97 on your account. A refund check of $41.97 was issued to you on October 1,
2015. You should receive this refund check within 7-10 days from the date the check was
issued.

I hope you have found this information to be helpful. If you have any questions or concerns,
please feel free to contact me at ###-###-####.

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

10/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: EARLY IN JULY WE AGREED TO TERMINATE I AGREED TO PAY 60.00 TERMINATION WHICH HAS BEEN CHARGED TO MY VISA. THEY HAVE CONTINUED TO CHARGE THE USUAL MONTHLY FEES . PLEASE HAVE THEM REIMBURSE MY VSA lT *** ******* ** ******** **** ***

Desired Settlement: CREDIT VISA FOR 3/4 MONTHS

Business Response:

Thank you for contacting Comenity Bank. We received your complaint, sent to the Better
Business Bureau, regarding a refund request. As the bank that issues many different credit card
accounts, we are here to assist you with your account-related questions. Your complaint was
forwarded to my attention, and I appreciate the opportunity to assist you.

After a thorough review of our records, we are unable to locate any credit card account with the
information provided. We would be unable to resolve this matter without having additional
information to research your concerns. Please provide the following:

A valid Comenity Bank account number
A full Social Security number
An address associated with the account
Any previous or alternate names

We hope that this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY
###-###-####). I would be happy to assist you.

Sincerely,

Melissa L******
******** ********* **********

Consumer Response: visa has reversed charges by both sprint and directv.. thanks

10/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My mother passed away this past May after battling liver cancer for 15 months. Only a few weeks before her passing, she made a purchase at ** **** for $191.25. As the executor of her estate, it took me some time to locate all accounts that needed to be addressed and I located a ** **** statement for $~260 (original purchase +interest and late fees) in June and immediately called to pay over the phone. Customer Service (I understand that it was Comenity, but representing ** ****) initially indicated that they would close the account was closed and took my contact information indicating that an estate associate would be in touch. After not hearing from you for a month, I called back in late July asking how and when I would be contacted. At that point the associate indicated that I had to send various legal documents to you before I would be able to discuss the account. I did as instructed, and called back weekly only to be told I was not authorized to discuss the account yet. Finally on 9/8 I received a letter dated 8/29, indicating the balance due, now $343 and a number to call for help (Comenity's customer service number.) Upon calling the number on the letter on 9/11, Joseph G***** indicated that the account was forwarded to a collection agency and I would have to now work directly with that institution! I clearly had no time from the point when they authorized me to discuss the account after sending letters testementary and my mothers death certificate to pay before they forwarded to a collection agency. Mr. G***** also indicated that from the initial purchase of $191.25 to the collections bill of $343.35, the account accrued $152.10 in late fees and interest - all after my mother passed. In working with other institutions, it was never even a discussion on whether they would reverse late fees and interest that occurred after my mother’s death, it was just done. Mr. G***** asked if I would like to speak to a supervisor to share my frustration with the entire process, and offered to attempt reverse from collection so that we could settle. I thanked him and took him up on his offers. Mr. G***** put me on hold and came back on the line a minute later and informed me that his supervisor would not speak to me, that nothing could be done on your end, and that I should call the collection agency directly. During a very difficult time for my family, I resolved upwards of 50 accounts of various types, likely even others with Comenity, and despite the low dollar amount, this was the worst experience by a large margin. Not only was the original purchase almost doubled by fees, but I was never clear on where the process stood despite 5-10 different phone calls. When I last spoke to someone a week ago inquiring about the status of the legal documents I sent over, I was told that I was not cleared to discuss the account yet. It appears that as soon as I was cleared, I was never given the opportunity to settle with ** **** as the account went directly to collection.

Desired Settlement: I am frustrated and frankly very angry about how this was handled. While the balance due is relatively small, this bothers me on fundamental level. I know that I don’t really have many options available to me at this point to pursue this further, but I wanted an organization such as the BBB that has the leverage to hold a company accountable for unethical service to at the very least formalize this complaint. I would also be able to experience some level of closure if I am contacted by someone with authority at Comenity or ** **** with an explanation on why things transpired the way that they did.

Business Response:

We have received your complaint, on behalf of your mother, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues ****** credit card account, and we are here to assist with all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from you complaint that a few weeks ago your mother passed, we are sorry to hear of the passing of your mother.  Additionally, you state that you are the executor of the estate for your mother and you located a statement for the above-referenced account with a balance or $260.00 which was the original price with interest and fees applied.  You also state that you placed several calls to Comenity Capital Bank to resolve this matter and you were not given to the opportunity to settle the account as the account went directly to collections.  I am happy to share my findings with you.    

After thorough review of our records, the Bank would need additional information to locate the account in question.  We are unable to resolve this matter without having additional information to research your concerns.  Please provide the following:

  • A valid account number for the ****** credit card account
  • Social Security Number(s)
  • Address associated with the account
  • Telephone number as listed on the account
  • Any previous names

This information may be mailed to my attention at the address listed above or faxed to ###-###-####.  Once this information is received, we should be able to locate the account and further research your concerns.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Consumer Response: I called the individual at the extension provided immediately upon receiving the communication and left my information and number that I could be reached at on her voicemail.  My call was not returned...this is indicative of the service that Comenity has provided throughout the process of trying to settle my mother's estate.  I have still been unable to pay this final bill after the account was passed to collection weeks ago as the collection company now indicates that the account is under review/research.  If Comenity has given me any time at all between granting my access to the account and handing off to collection, this matter would be resolved.

At this point, my preference would be to pay the balance, which has been doubled since the original purchase 2 weeks before my mother's passing, and to ensure that this matter is documented online for others to socialize how awful it is to deal with Comenity.  I have searched other reviews and seen several other customers that Comenity has reached out to and asked to contact them to help with their case - it seems evident that comenity does this when BBB gets involved with no real desire to assist, only to clear the complaint for public perception.

Business Response: We have received your complaint, on behalf of your mother, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues ****** credit card account, and we are here to assist with all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from you complaint that a few weeks ago your mother passed, we are sorry to hear of the passing of your mother.  Additionally, you state that you are the executor of the estate for your mother and you located a statement for the above-referenced account with a balance or $260.00 which was the original price with interest and fees applied.  You also state that you placed several calls to Comenity Capital Bank to resolve this matter and you were not given to the opportunity to settle the account as the account went directly to collections.  I am happy to share my findings with you.    

After thorough review of our records, the Bank would need additional information to locate the account in question.  We are unable to resolve this matter without having additional information to research your concerns.  Please provide the following:

A valid account number for the ****** credit card account
Social Security Number(s)
Address associated with the account
Telephone number as listed on the account
Any previous names

This information may be mailed to my attention at the address listed above or faxed to ###-###-####.  Once this information is received, we should be able to locate the account and further research your concerns.  If you have any further questions, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

10/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Comenity Bank has been harassing me via phone since July. They began calling me a couple times a month. Now, they call me multiple times in a day, sometimes multiple times an hour. I have never held an account with Comenity Bank, so there should be absolutely no reason for this harassment to be occurring. Please do not call me.

Desired Settlement: Remove me from their calling list and do not contact me again

Business Response:

Dear Ms. ********

We have received your recent complaint addressed to the Better Business Bureau. Comenity
Bank issues multiple retail credit card accounts, and we are here to help with your accountrelated
questions. Your complaint was forwarded to my attention, and I appreciate the
opportunity to respond to your concerns.

We understand from your complaint that you have been receiving telephone calls and you do
not have a Comenity Bank account. Please accept our apology for any inconvenience or
frustration that you may have experienced regarding the telephone calls you have received.
Please be assured that we have searched our records, and can find no account with the
telephone number ending **** that was listed in your complaint. Additionally, we found no
account with your name, mailing address or email address.

If you are receiving telephone calls at a different telephone number, you may provide that
information to me at the address listed above, or you may fax it to my attention at ###-###-####.

Again, I apologize for the inconvenience and frustration that was created with your experience,
and I hope that you find this information to be helpful. If you have any further questions
regarding this matter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####.)
I will be happy to assist you.  

Sincerely,
Melissa L******
******** ********* **********

10/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made my payment BEFORE my due date (payment made on 09-11-15, not due until 09-13-15). They charged me a late fee anyways. I requested the late fee be removed but they refuse. I have bank records showing when the payment came out of my checking account on 09-11-15, so I do not know why they think the late fee would be valid AT ALL! I offered to provide them with a copy of my bank record showing that as well but all I keep getting is the run around. I am not rich or well off and don't have money to throw around here and there for someone else's mistake.

Desired Settlement: All I request is the late fee be credited back to my account....and not as a "courtesy", but because I did make my payment on time and they are wrong for charging me a late fee. The amount is $25.00.

Business Response:         

Dear Ms. ******** 

We received your complaint, submitted to the Better Business Bureau, regarding the above-noted account.  Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer all account-related questions.  Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you.  

We understand your concern regarding the $25.00 late fee assessed to your account on September 13, 2015. .  Your complaint states that your payment was debited from your personal bank account on September 11, 2015, and since your due date is the 13th of the month, the late fee that was assessed on September 13, 2015,  is not applicable. 

After review of your account, we show that the payment in question was not received by Comenity Bank until September 18, 2015, at which time it was processed and posted to your account.  We show that the payments have been
received  via mail.  We encourage you to send your payment  at least 10 days in advance.    

Please be advised that Comenity Bank offers several payment options to accountholders. The Bank offers two options for expedited payments, which include payment on the Bank’s Account Center website for no charge, and same day payment by phone for a $15.00 expedited payment fee.  Please be advised that any online payment submitted prior to 6:00 p.m.  Eastern Time (ET) will be credited to your account the same day.  Online payments submitted after 6:00 p.m. ET will be credited the following day (or on your future scheduled payment date). The Bank’s Account Center website also provides  accountholders with the ability to schedule web payments up to 30 days in advance for no charge.  

You may also make an in-store payment at your local Victoria’s Secret/PINK store. 

Please be advised we have issued a credit to your account in the amount of $25.00.  Please note that when a payment is not received, is received past the due date, or is made for less than the minimum required, the account will be
assessed a late fee and finance charge, as explained in the Credit Card Agreement.  We ask that you review all payment options to avoid fees in the future. 

You are a valued customer and we apologize for any frustration this matter may have caused you.  If you have further questions or concerns regarding the account, please do not hesitate to contact me at ###-###-####,
or ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely,

Justina M********
******** ********* **********

10/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint:

On 6/22/2015, I purchased an order online that included a pretty large amount of items. According to my tracker, the package should have delivered by FedEx on 6/25/2015. The package was never at my door/residence so I called Express and asked to explain what happened to my order. I was told to wait a few more days because the system could have been showing a glitch in the delivery status.

I waited a few more days and contacted Express again because I never received the package so a dispute was initiated. At that time I was granted a provisional credit until the dispute was handled. I advised Express that I would not order anything else until I moved from that resident because it was the second package I ordered that I never received. Weeks later I was told that the dispute was not granted in my favor and that I was responsible for something that they delivered and I never received. I then appealed the dispute with a hand written letter and mailed it to Bank PO Box 182782, Columbus, Ohio 43218-2782.

In your letter, I provided the following information: Account information: my name and account number. Dollar amount: The dollar amount of the delivery error. Description of Problem: The error on my bill, described what was clearly wrong and why I believe it was a mistake. Express has yet to acknowledge my appeal letter and they should be responsible for the non delivery. I contacted Comenity Bank and the rep I spoke to stated that Express should have taken full responsibility for the package not being delivered to my address and compensated at least 75% of the amount of money I lost out on. She even went as far and crediting me $50 on her end and we couldn't even get a manager to get on the phone with us to discuss this dispute and issue at hand. Express is saying that Comenity has to refund me and Comenity is stating that Express should refund me for this matter.

Desired Settlement: I believe Express or Comenity should compensate me for the full amount of $424.68 which includes my $30 express next reward that was used in the transaction. I am very dissatisfied with this company.

Business Response: Dear ****** ****** 

We have received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. 

Comenity Bank issues Express credit card accounts, and we are here to help answer your account-related questions.  I appreciate the opportunity to assist you with your concerns. 

We are also in receipt of your correspondence submitted to the Federal Deposit Insurance Corporation regarding this same matter.  Please find enclosed a copy of our response sent to you on September 28, 2015. 

I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely,

Kaija M*******
******** ********* **********

10/12/2015 Billing/Collection Issues
10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Some years ago I had an express credit card with this company. I was diagnosed with cancer and was being treated for that and injuries that were sustained during my service in the US Army. I enrolled in a debt management companies program and they were making regular paymements to this account. This company however was adding fee after fee. No statement was received and then ythey charged off the account.

Desired Settlement: Removal of the account

Business Response: Dear ********* ****** 

We have received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. 

Comenity Bank issues Express credit card accounts, and we are here to help answer your account-related questions.  I appreciate the opportunity to assist you with your concerns. 

We are also in receipt of your correspondence submitted to the Federal Deposit Insurance Corporation regarding this same matter.  Please find enclosed a copy of ourresponse sent to you on July 15, 2014. 

I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely,

Kaija M*******

******** ********* **********

Consumer Response:

This response did not address my issue. All it is is a letter claiming that they sent me a response on July 15th which I never received. What is the response? 


Regards,
********* *****

Business Response:

Dear ********* ******

We have received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account. Comenity Bank issues Express credit card accounts, and we are
here to help answer your account-related questions. I appreciate the opportunity to assist you with your concerns.

We are also in receipt of your correspondence submitted to the Federal Deposit Insurance Corporation regarding this same matter. Please find enclosed a copy of our response sent to
you on July 15,2014.

I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be
happy to assist you.

Sincerely,

Kaija M*******
******** ********* **********

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: July 25,2015 Comenity Bank: This is the second and last time I will send this information. We have had many phone calls before the information was sent. Some with Comenity Bank and some with Christopher and Banks (*******). This payment was made by my credit card company on 3-02-15 to Christopher and Banks #**** The last payment notice that you sent to me was May 12. That is when I called and also sent this information. I do not intend to pay the bill twice. If you bother me any more I will seek legal action. My credit card company has verified their payment to you. **** ******* *** ******* *** ******** ** ***** ###-###-#### You can see their letter to me which is incorrect since I had sent the documents they requested. I sent them again.

Desired Settlement: Correction to account indicating payment was made.

Business Response:

 

Dear **** ******** 

Thank you for contacting Comenity Bank.  As the bank that issues Christopher & Banks credit card accounts, we respond to all account-related concerns.  Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to assist you. 

We are also in receipt of your correspondence submitted to the the Consumer Financial Protection Bureau (CFPB) regarding this same matter.  Please find enclosed a copy of our response sent to you on September 25, 2015. 

I hope you have found this information to be helpful. If you have any questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY (###-###-####).  I will be happy to assist you. 

Sincerely,

Lauren S****

******** ********* **********______________________________________________________________________________________________________________

10/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam, I took the loan from this company in June 2013 and have been faithfully paying my dues each month for the 24 month period contract. Every month, I received email notifying me the minimum payment that needs to be paid by the set due date. On the 24th month, which is the last month of the contract, I did not receive any notification stating that all the remaining balance has to be paid to avoid any financial charges. Instead, I received the exact same time of email notification as all of the previous months stating the minimum payment amount and due date. It was my own fault that I failed to pay off the remaining balance by the 24th month. However, I think the company has misled me by sending the same type of email notifying the minimum payment amount and due date. On these emails, there is no reminder of the date of my last payment that needs to be paid. I also had tried to set up an automatic payment with the company and the company does not provide such a service for automatic payment each month. So, the last payment of the 24th month is June 19 2015. I received an email on June 26 2015 stating I have balance of $2793.55 which is the financial charge of $2268.55 + the remaining balance of $525. I called immediately to explain that I had never received a reminder for the last payment for the contract and pleaded for forgiveness as I have been faithfully paying my dues each month. The person I spoke to had agreed to remove the charge if I can make my remaining payment by July 8 2015. I did pay off the $525 by July 7th 2015. After making the last payment, I had requested the account to be closed and was told that the account had been closed even though I did not receive any email notification. Long story short, the financial charge was removed, but a few weeks later, account was charged with a new amount of financial charge and I once again found myself owing them more than $2000. Please let me know how to proceed from here. Thanks, **

Desired Settlement: I hope that the business removes the financial charge, offers automatic payment system, and notifies the borrowers about the last payment per contract to avoid a huge amount of financial charge.

Business Response:

Dear ****** ******

We received the complaint regarding the above-referenced account. Comenity Capital Bank issues
Lending Club Patient Solutions credit accounts, and we respond to all account-related inquiries. Your
complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the
opportunity to assist you.

Your complaint states that you received your monthry billing statement via email, and you were not aware
that the balance would need to be paid by a certain date to avoid the accrued finance charge.
Furthermore, you are requesting to have the promotional plan finance charges credited. I understand
your concerns and apologize for any confusion or inconvenience this may have caused you.

Our records indicate that on June 19, 2073, your account was charged $9,000.00. This purchase was
placed on a 24-month deferred interest, payment required plan, which was scheduled to expire on June
21, 2015. For purchases on these plans, interest is accrued (calculated, but not added to the balance). If
the balance is not paid in full by the plan end date, the accrued finance charges, which are calculated
from the date of the original purchase, will be added to the deferred balance, and this balance will be
moved to the revolving balance. This information appeared on your monthly billing statements in the
"Details of your plans" section.

Our records further indicate that you spoke with a representative who stated that she would waive the
accrued interest for your plan that expired on June 21, 2015, provided you paid the outstanding
promotional balance in full. The last payment of $525.00 was received on July 7, 2015; regrettably, the
credit adjustment was not applied as agreed.

Please be assured, per the agreement you made with our representative, the Bank issued credits on
September 25, 2015, totaling $2214.31 for the accrued interest and previously assessed fees.
Additionally, the payment history on your Lending Club Patient Solutions account has been updated to
remove the delinquencies for August and September 2015. Please allow the credit-reporting agencies 45
days to update their records.

As of today's date, the balance on your account is zero.

We hope this information is helpful. Should you have any additional questions or concerns, please do not
hesitate to contact me directly at ###-###-####, ext. *******, (TDD/TTY ###-###-####). Iwould be
happy to assist you.

Sincerely,
Melissa L******

******** ********* **********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards,
****** *****

10/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in June of 2015 I called Victoria Secret to determine why my bill payments were not being processed from my ACH withdrawal as they had for the year prior and also to report fraud on my password. I asked for my account to be closed and paid my final balance. In Sept. 2015 I received an updated credit card to indicate that in fact my account was not closed due to fraud and no flagging of the account had occurred.

Desired Settlement: I wish to be removed from their systems and that any interest, fees, etc. from June to September are refunded.

Business Response:          

Dear Ms. ******** 

We received your complaint, submitted to the Better Business Bureau, regarding the above- noted account.  Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help answer all account-related questions.  Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you.  

We understand from your complaint that you have concerns regarding the issues you had in making a payment and your request to have your account closed in June 2015. 

Please accept our apologies that your account was not closed in June 2015 and that you received a credit card in September.  Please be assured that the account was closed on September 18, 2015, per your request through our automated system. 

After review of the account, we show that a late fee and finance charge totaling $39.65 were added to the account in June 2015.  At you request, these charges have been credited back to the account, and a refund check has been requested to be mailed to the address listed above, please allow 14 days for this refund check to be received. 

You are a valued customer and if you have further questions or concerns regarding the account, please do not hesitate to contact me at ###-###-####, or ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely, 

Justina M********
Consumer Relations Specialist

10/6/2015 Billing/Collection Issues
10/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been disputing a charge that Meijer Mastercard has not removed from my account statement for 8 months. I paid off my monthly statement charge of $969.36 with an online payment on 10/14/14. However, Mastercard is not crediting this amount paid to my account. I have contacted MC almost every month since Jan. 2015 concerning this issue. They told me to get specific documentation from my local bank which I did very promptly. I even had a letter written by the bank vice president on bank letterhead, with the very specific information they had requested( including that the amount was paid out of my account). This did not satisfy them and they are continually putting this charge back on my MC statement after they declare that it has been provisionally cleared. I have had to babysit this account for the past 8 months. This is very tiring.

Desired Settlement: Since I have been dealing with this issue for the past 8 months, I would like the disputed amount to be credited to my MC account without any further accusation that I have not paid the disputed amount. Also, all finance charges and fees to be dropped from my account immediately. Also because this has been going on for so long I would like some compensation for my time and emotional discomfort. I think a financial settlement of $400 would be satisfactory. Thank you in advance for dealing with me fairly.

Business Response:

Dear Ms. ********

Thank you for your complaint, addressed to the Better Business Bureau, regarding the above noted
account. Comenity Bank issues meijer Mastercardm accounts and we respond to all
account-related questions. Your complaint was forwarded to my attention, and I appreciate this
opportunity to assist you.

Your complaint indicates that you submitted your payment online for the amount of $969.36, on
October 14, 20f4, and was never applied to your meijer Mastercard@ account. Furthermore,
you are requesting to have this amount credited to your account along with the finance charges
and to have $400.00 issued as compensation.

Please note Comenity Bank acquired the meijem Mastercard portfolio in November of 2014.
As the payment you are referencing in your complaint was submitted prior to the date Comenity
Bank serviced rneijer Mastercard@ accounts, we would not be in receipt of this payment.

However, in the interest of customer service Comenity Bank will issue a credit in the amount of
$969.36 for the above-referenced payment. Additionally, a credit of $99.70 has been applied to
the above-noted account for the finance charges accrued since November 2014. At this time
Comenity Bank respectfully declines your request for compensation in the amount of $400.00.

We apologize for the inconvenience and we hope this information is helpful. Should you have
any other questions or concerns regarding this letter, please feel free to contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Rosa M******
******** ********* **********

Consumer Response:

September 20, 2015

Dear Catherine,

Thank you for your response to my BBB request for action (ID 10794735). I am including 3 documents that I think you will find helpful in resolving my issue with the Comenity Bank and my MasterCard dispute. Please be advised, I have already sent these documents to them.

Thank you for your prompt attention to this matter.

Susan Jane Glupker

10/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Comenity does not offer recurring payments, I did neglect to pay my bill one month because I forgot. Comenity waited until I was charged numerous fees then called from a number that did not identify them about ten times per day without leaving a message. It is only when I googled the phone number that I realized I neglected to pay my whopping $86.00 balance. When looking at my account it seems they charge $2/month for the honor of having the card, called "a minimum charge" . They said it was a finance charge, however, I was also charged a finance charge. I repeatedly asked them to escalate to a manager so I could see where in the card member agreement that it states anything about a "minimum charge", and explanation as to why they would call me excessively from an unidentified number and not leave a message if they actually want their bill paid. It doesn't make business sense that they wouldn't leave a generic message even if concerned about privacy. I cannot dispute that I was late, I have to own that - but I have had communications back and forth with Comenity since 9/5/15 and they refuse to address my questions. I truly feel their collection "methods" are designed for the highest amount of fees to be charged to the consumer by waiting until they are charged two $35 late fees before calling - then not having Comenity Bank as the caller ID or leaving a message so the consumer can go "whoops I forgot" and pay their card. Then on top of that they charge you $2.00 a month for not using the card? That is ridiculous and I would like to see where I agreed to pay that. I feel this complaint is warranted because I have made many attempts to contact a manager there without success and though I was late on my bill I wanted answers as to why their collection practices are less than helpful and why on top of a 26% interest rate they feel they can charge people $2/month for not having an occasion to use their Crate and Barrel Credit Card. I don't know about you but I don't have a need for home goods on a monthly basis. I use this credit card (clearly a mistake) at Christmas and normally pay it off right away but my mother died 3 days before Christmas this past year and Comenity getting paid off was not tops on my list.

Desired Settlement: I would like an answer to my questions and the $2/month "minimum charge" removed and an answer as to why they don't email you or leave messages or send a text like every other Credit Card in the world does in order to give their consumers the opportunity to not accrue large fees and charges and why they refuse to have automatic payments when every other credit card in the world has that option - most likely so they get paid on time and don't have to call and hang up every ten minutes once you are charged two late fees. This should not be legal.

Business Response:

Dear ***** ***********

Thank you for contacting Comenity Bank regarding the above-referenced account. As the bank
that issues Crate&Barrel credit card accounts, we are here to assist you with your questions.
Your correspondence, addressed to the Better Business Bureau, was forwarded to my attention
and I appreciate the opportunity to respond to your concerns.

Your complaint states that you would like clarification on our collection procedure and the $2.00
minimum charge that was assessed to your account. You are also requesting a credit for the
$2.00 minimum charge that was assessed to your account. We understand your concerns and
apologize for any confusion or inconvenience this may have caused you.

Please understand that when an account is delinquent, we will make an attempt to contact you
regarding the status of the account. Many times a payment is overlooked by the customer. In
an effort to rectify the situation before Comenity Bank reports a delinquency to the creditreporting
agencies, Comenity Bank may call multiple times, until our attempt to communicate
with you is successful. Thus, it is possible to receive multiple collections calls in a day between
the hours of 8:00 a.m. and 9:00 p.m.

After reviewing your account, our records indicate that the minimum charge of $2.00 is a finance
charge. Please be advised when a balance is not paid in full by the due date, a finance charge
is assessed to the account. Based on your balance on June 7, 2015, a minimum finance
charge of $2.00 was assessed to your account.

Please be advised that the Bank does not offer automatic payments at this time. However, you
can schedule a payment online at comenity.net/crateandbarrel to be applied the same day as
long as you submit the payment by 6:00 p.m. ET on your due date. If it is submitted after 6:00
p.m. ET, your payment will be applied the following business day. Please be aware that you
can also schedule your payment(s) up to 30 days in advance online.

Additionally, payments can be sent by mail. If sending by mail, we encourage you to send the
payment, along with the payment coupon, in the envelope that came with your billing statement.
We recommend allowing a week for the payment to arrive.

For expedited payments, you may call us at the phone number on the back of your billing
statement to speak to a customer care representative. A fee of $15.00 applies to same-day
payments made with the representative.

As of today’s date, the balance on your account is zero. Comenity Bank has not found any
errors, and we are unwilling to remove any of the finance charges that were assessed to your
account, as they are valid charges.

We hope that this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. *******, (TDD/TTY
###-###-####). I would be happy to assist you.

Sincerely,
Jenny W****
******** ********* **********

Consumer Response: their collection practices are both deceptive (not having their bank name on caller ID and not leaving a message) and I do not accept their response.  Despite me having to google the phone number, realizing I missed a payment and paying my massive $86 in full immediatley, they still reported me to the credit bureaus as deliquent causing my credit score to go down.   This was because they wait until you are already past 30 days then call w/out message or caller ID.  How is a consumer who cannot answer their phones supposed to know that they missed a payment and what is the motivation for the consumer to even pay the bill when the bank has already given them deliquent marks.  My credit score is almost 800 - I pay my bills.  This is the only bank in the world that does not offer automatic payments, doesn't allow ebills through my bank to get paid on time and purposely waits until your credit rating is damaged to collect on an $86 debt?  That's outrageous and perhaps the BBB isn't where I need to go with this.  I will be cancelling that card and any other cards I have with that bank.  It is a shame they do business the way they do without incident to them.  Again I do not accept this response and you can tell them I will continue to pursue this matter using other avenues until they start practicing fairly.  If they had simply called during the grace period like every other credit card they would have been paid right away.  I'm just disgusted.  I do appreciate the BBB and all the great work you do.  Thank you! 

Regards,

***** **********

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased treatments microdermabrasion, Ematrix, and botox through American Laser Center and financed these treatments with Comenity Capital Bank PO Box 183003. I made huge payments of 600 a month to pay it off quickly and only received one treatment. I did not receive the services that I paid for when American Laser Center went bankrupt. In my contract with Comenity I am promised the goods or services I purchased. When I initially contacted Comenity, they sent me their dispute form and I filled it out and sent it back. When they resolved the dispute all they did was take away the remaining balance that I owed them which was 702.00. The amount in dispute was 2909.62 and when I called to discuss this I asked the representative why and how they can do this and I was told that they are trying to limit their loss as well. So since I was a great customer and payed my balance off early I prepaid for services I never received and I can't do anything about it ?

Desired Settlement: I either want the services through another provider or a refund so that I can purchase these services on my own. It is not right that I have to pay for something I didn't receive.

Business Response:

Dear ****** *******

We received your complaint regarding the above-referenced account. Comenity Capital Bank previously issued American Laser Skincare credit accounts, and we are here to help with your account-related questions. Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand your frustration because American Laser Skincare went out of business and you are not able to pursue obtaining services; however, we are only able to help you with your American Laser Skincare credit card account.

We resolved your dispute in accordance with the dispute provisions of your credit card agreement, which are also outlined in the Billing Rights Summary contained in your monthly billing statements. Specifically, we refer you to the following section:

What To Do If You Think You Find A Mistake On Your Statement
If you think there is an error on your statement, write to us at: Comenity Capital Bank, PO Box 182620, Columbus, Ohio 43218-2620. In your letter, give us the following information:
- Account information: Your name and account number
- Dollar amount: The dollar amount of the suspected error
- Description of Problem: If you think there is an error on your bill, describe what you believe is wrong and why you believe it is a mistake
You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question.
While we investigate whether or not there has been an error, the following are true:
-  We cannot try to collect the amount in question, or report you as delinquent on that amount.
- The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
-  While you do not have to pay the amount in question, you are responsible for the remainder of the balance.
- We can apply any unpaid amount against your credit limit.

Your Rights If You Are Dissatisfied With Your Credit Card Purchases

If you are dissatisfied with the goods or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase. To use this right, all of the following must be true:

1. The purchase must have been made in your home state or within 100 miles of your current mailing address, and the purchase price must have been more than $50.00. (Note: Neither of these is necessary if your purchase was based on an advertisement we mailed to you, or if we own the company that sold you the goods or services.)
2. You must have used your credit card for the purchase. Purchases made with cash advances from an ATM or with a check that accesses your credit card account do not qualify.
3. You must not yet have fully paid for the purchase.

What this means for you is, if your dispute was submitted more than 60 days after the first billing statement on which the disputed charge appeared and you have fully paid for your purchase, the maximum amount eligible for a credit is the balance on the account at the time of the dispute. When we received your dispute, there was a balance of $702.00, which was the amount credited to your account.

We apologize for any inconvenience this matter may have caused you. Should you have any additional questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,
Jenny W****
******** ********* **********

Consumer Response: I did not receive the services I purchased and I did not receive any type of refund.  In the beginning of the dispute I was given a credit which was reflected on my credit card statement and it was stated on the statement itself that I could transfer the amount to my checking account but when I called to transfer the amount I was told I couldn't actually transfer the amount by the comenity representative.  That didn't make any sense to me, you can see that in one of the attachments.  The following month I got a letter saying I was only getting the 700.00 credit and the balance on my credit card statement changed again.  This credit card company is getting out of honoring consumer protection by refunding customers for service packages through American Laser center that were not received.  In the response sent today 08/12/15 it stated that you have 60 days to say you are unhappy with a product.  How can a consumer purchase services and at the same time predict the servicing company is going to close their doors 4 months later.  In today's response comenity is stating you can't get back for services you already paid for ?  How is this possible when you are prepaying for services expecting the company to exisit ?  It is insane to punish a consumer for paying off their credit card bill in 4 months versus taking a full year when it is a 2 year service plan anyways.  What if they had closed in a year I still would of been out that one year of services ?  The policy doesn't make any sense at all and comenity is just giving me the run around.  The more responses I get like this the further I am going to take this.  I know comenity represents other companies like *** ****** and just because it is Comenity you couldn't even pay me to open an *** ****** card.  I always ask who the financing company is now because of this experience.  Please see the attached documents for supporting evidence.  The media needs to get more involved to make others aware of how unfair this is and how comenity doesn't protect it's clients.  I so wish I had used my ******** ******* card because that is a company you can trust and they will make sure you are protected and get the services you paid for. 

Regards,
****** ******

Business Response:

Dear ****** ******:

We received your additional complaint regarding the above-referenced account. Comenity
Capital Bank previously issued American Laser Skincare credit accounts, and we are here to
help with your account-related questions. Your complaint, addressed to the Better Business
Bureau, was forwarded to my attention, and I appreciate the opportunity to respond to your
concerns.

We understand your frustration because American Laser Skincare went out of business and you
are not able to pursue obtaining services; however, we are only able to help you with your
American Laser Skincare credit card account.

We are also in receipt of your correspondence, submitted previously, regarding this same
matter. I have enclosed our previous response for your records. 

After reviewing your account, our records indicate that when we received your initial dispute
your account received provisional credits for the disputed amounts. Please understand, our
system initially credits the full amount of the disputed charge as a temporary credit until our
investigation comes to a conclusion. Once the investigation is completed, the provisional credit
will either remain on the account, or if the customer is responsible for the charge, the disputed
amount is added back to the account. In your situation, only the remaining balance was
credited to your account. The law provides the only amount the Bank is responsible to credit is
whatever is left unpaid on the account at the time of the complaint.

We apologize for the inconvenience you have experienced with the closing of American Laser
Skincare; however, the Bank provided you with a credit of $702.00, which is the amount we are
obligated to provided you under the law.

Should you have any additional questions or concerns, please contact me at ###-###-####,
ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Jenny W****
******** ********* **********

Consumer Response:

Comenity is stating that under the law the remaining balance is what they are obligated to give me as a credit.   I am asking the BBB to really take a look at Comenity business practices.  What is happening here is extremely unlawful.  If I hadn't stopped payment on the very last check I sent to Comenity, the credit given to me would have been 477.00 instead of 702.00.  Let me explain what I mean by this so that you can see how "lawful" Comenity is being and how clear it is that Comenity and American Laser Skincare share the same concept on collecting money from a consumer and giving nothing in return business practices.

I received a collection call from Comenity six weeks after the ******** ***** skin care center was closed because I put a stop payment on a check I wrote in the amount of 225.00.  When I went to my skincare appointment I found out the center was closed and had been for a month already so I called and put the stop payment on the check I had just written.  I did this the second I left the ******** ***** Skin care building in shock as I read the posted notice on the door.  Now the interesting point is I made a 600 payment three weeks previously to Comenity that they cashed while ******** ***** Skincare was closed.  How is this lawful?  Why did Comenity cash my check for services I didn't receive?  Why am I not getting the money for services I didn't receive when Comenity knew ******** ***** Skincare was closed?  Why did they continue to collect money from me for services they knew I wasn't ever going to get?  It is clear Comenity has no intentions on finding me alternate services.  

Bottom line:
-I did not get the services I paid for and Comenity continued collecting for services that didn't even exist. 
-American Laser Skincare through Comenity’s customer service number was promising customers refunds or a replacement of services in the beginning only to screw them over later and now another company is opening in the same exact location as the American Laser Skin Care Center providing the same services. 
-Comenity collected money from me after American Laser was closed for services I wasn't ever going to get.

Comenity has been the worst experience I have had with a creditor and this is by far the worst consumer protection I have had or even have heard of and this has changed how I will purchase things for the rest of my life.  Going forward I will only use my ******** ******* because you can count on ******** ******* as they protect their consumers. 

In this response I am requesting that the sum I requested be refunded in the form of a check mailed to my address in which Comenity has on file and that any and all credit cards I have open with Comenity bank be closed.  I have no desire to ever do business with this company EVER again.  Right now the only card I am aware of that I have associated with Comenity is my *** ****** credit card (and no I don't have a balance on it so it can be closed).  I would rather pay an extra 20% at the *** ****** store than use any card financed through Comenity bank.


Regards,

****** ******

10/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I am filing a complaint against Comenity Bank - Victoria Secret **** *** ****** *** ******* ***** **********. I opened an account with this company on 10/31/2014 because I was aggressively coerced by a salesperson at ** **** store to open a credit card to get coupons for purchases. I have shopped in VS stores for many years in many locations and declined their offers. But the salesgirl pushed and pushed so I finally agreed. I used the card that day and received a bill by mail for $99 and I paid it on 11/28/14, which they received. I made online purchases on 12/01/14, 12/09/14 and 12/10/14 and did not receive any bills. I made a purchase on 2/6/15 at a *** ***** store and still did not receive a bill. I tried to track my purchases on line and decided to make a payment for some of the purchases since I did not have a real bill. I sent a check for $148.50 on 3/6/15, which they received.

I called then on 3/6/15 and spoke to Tamika who transferred me to Mark and I told him my distress of not receiving my bills since November 2014. He was very rude and nasty and asked for my address (which I gave) and he acted as if I received the bills and did not pay them. I asked him to resend all the bills and I finally received a bill on 4/14/15. I called them on 4/15/15 and spoke to Williams who was nice and removed all the unnecessary charges and fees and we agreed that I only owed $157.75. He told me all my bills had been returned to them because they sent it to the wrong address. I told him I am ending my connection with Comenity Bank and to please remove me for their VS magazine list as I told Mark also.

I made a copy of my check and mailed it out to the same address on 4/15/15. I always got inundated with their magazines weekly but never got bills. How do they have the correct address for magazines and purchases but not bills? they know how to send me the first bill and received two of my payments but did not receive any bills after I told them to stop the magazines and my card.

Towards the end of June, I received a bill stating that they have not received any payment from me and they added more fees. I called them today on July 8, 2015 spoke to Susan who spoke to a "supervisor Vanessa" (she didn't want to give me a name) and told me they can only remove some fees not the whole amount. Instead of $157.75 I owed $224.20 + $15. She reduced it to $169.29 if they get the check by July 28th. I said I am mailing them a new check for that amount after I stop payment on the first check which cost me $30 to my bank. I made a copy of the check again and sent it certified on 7/8/15 for $3.94, totaling my extra cost the 11.54+30.+3.94=$45.48. 

I informed them I would be notifying BBB, they told me to write to their company instead. I have dealt with so much aggravation for months. How many people have they done this to? Please look into this matter and prevent them form doing this to others. 

Thank you in advance for all your help.

Sincerely

Desired Settlement: Consumer does not specify resolution, but appears to be asking for receipt of her monthly billing statements and adjustment in fees.

Business Response:

Dear Ms. ********

We received your complaint, submitted to the Better Business Bureau, regarding the above noted
account. Cornenity Bank issues Victoria's Secret/PINK credit cards, and we are here to
help answer account-related questions, Your complaint was forwarded to my attention for
review, and I appreciate the opportunity to assist you.

We understand that you made online purchases in December 2814 and did not receive your
billing statements. After tracking the purchases online, you submitted a payment of $148.50,
which was received. You called the Bank in March 2015, to explain that you had not received
any statements since November 2014 and you were met with dissatisfactory service. You state
that you provided your address and asked for all the bills to be sent to you. After receiving a
statement on April 14, 2015, you again called me Bank and you were greeted with better
service. The associate removed bank fees and you both agreed that the owed , balance was
$157.75. You were also advised that the statements were returned to the Bank because the
address was incorrect. During this call, you terminated your relationship with Comenlty Bank
and asked to be removed from the Victoria's Secret mailing list. You placed a check in the mail
for the amount agreed on. At the end of June 2015, you received a new statement that
indicated no payment had been received and additional fees were added to the balance. You
again called the Bank on July 8, 2015, and were advised that only some of the fees could be
removed and the new total owed would be $169.29 if paid by July 28, 2015. You stopped
payment on the original payment and sent the new one certified, which has cost you a total
$45.48 out of pocket. You have requested that this matter be looked into to ensure this does
not happen again.

Please note that Comenity Bank and Victoria's Secret are separate entities. Victoria's Secret
handles matters related to merchandise, returns, shipping and handling, and magazines, while
the Bank handles matters related to the account. On your behalf, we have sent notice to
Victoria's Secret that you would like removed from their mailing list. This process can take a
few weeks; therefore, you may receive one additional magazine in the process.

Bank records indicate that multiple purchases were made to the account in December 2014;
$91.00, $58.50, and $80.00. A billing statement was issued an January 2, 201 5, to a PO Box
different from what was provided above. As payment was not received by the payment due
dater, the account was assessed a late fee and a finance charge, which reflected on the
February 2, 2015, issued statement.

On February 16, 2015. an additional purchase of $76.75 was charged to the account. A billing
statement was issue on March 1, 2015. On March 17, 2015, a payment for $148.50 was
received, which brought the account current; however, left an unpaid balance and a finance
charge of $6.35 was assessed to the account.

On April 2, 2015, a billing statement was issued. On April 15, 201 5, you spoke to the Bank who
verified that the statements had returned from the post office on March 11, 2015. During this
time, the address was updated to the correct PO Box listed on your complaint, and bank fees
totaling $77.26 were credited to the account, thus leaving an unpaid balance of $157.75.

Because the statement for April printed on April 2, 2015, this statement did not mail, as the

returned mail status did not remove until the date of this call. As a result, the account was
assessed a monthly finance charge of $6.35, thus leaving a total unpaid balance of $161.67 and
not $157.75, which was agreed upon during the call.

On May 2, 2015, a billing statement was issued to the correct PO Box and requested payment
due on May 28, 2015. Payment was not received and the account was assessed an additional
late fee and finance charge, thus bringing the balance to $190.24. On July 14, 2015, payment
for $169.29 was received on the account, bringing the account current, and leaving a balance of
$55.00 for unpaid late fees.

Enclosed are copies of all billing statements for your records.

As we found that the address was incorrect and the post office returned mail to the Bank with no
updated or forwarding address, we have removed the additional charges to your account
totaling $62.62. This amount equates to the remainder of all fees that were charged to the
account, which had not been credited. Additionally, we understand that you paid to stop
payment on a check and you paid to certify a payment, which cost you out of pocket money. In
the interest of customer service, we are issuing a credit totaling $45.48 to refund you the money
spent. As a result of these of credits, you will receive a refund check totaling $. The check will
be received separately, by mail, in 14 business days.

Please also be assured that we sent notification to the national credit-reporting agencies with
instructions to delete the negative payment information from your credit file, regarding the
Victoria's Secret/PlNK account. Please allow the credit-reporting agencies 45 days to update
their records.

In addition, please be assured that it is never the Bank's intention to cause a customer a
hardship, and we sincerely apologize if you felt the service you received was less than
satisfactory.

We hope this information is helpful. Should you have further questions or concerns, please do
not hesitate to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). l will
be happy to assist you.

Sincerely,

Shawnda Y****
******** ********* **********














Consumer Response:

Thank you for taking care of the matter regarding Comenity Bank. Without your involvement they would not have resolved this.
Sincerely, 
Ms. **** ** *******

10/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I have to apologize for my attitude up front because of my experience with this business and the unsolved problems. I have been out of the country for over a year now with only one visit back in July this year. Since I am not planning to move back until next year, I transported almost all my belongings aboard including my wallet and all my credit cards. Due to the limited internet access in my current location and minimum needs to use foreign cards, I haven't checked my accounts for a while. Luckily, I had this trip back home and had chance to find out this huge drop on my credit which is caused by the close of my ann taylor card.

So this is really shocked me when I found out two fraud charges reflected on my account on Feb 1st, 2015 and 120 days past due charges. I am shocked not only because I rarely use this card for shopping except ann taylor stores and it's impossible the purchase was made by me when I was aboard. After I figured out the problem, I contacted Community Bank by phone and reported the fraud for the first time. The representative of Comenity Bank told me she will send me a form to fill for these charges and the form would arrive in 7-8 business days. Since I had to go back to my work aboard after the trip, I asked a friend of mine to help me with these form.

However, after 10 days of waiting, the letter still didn't arrive. So I contacted the customer service for a second time, and this time the lady was surprised this is a fraud charge and said she would send the form again and transferred me to another representative. This new representative informed me she would stop the credit collector and suggested me to fill a Affidavit form online. I did it and wait, but still no forms no further solving the problem. I treat my finance and credits very seriously, so the happening of these fraud charges really upsets me, so I am still trying to make phone calls and contact the business. Since I am aboard in ****, I have to stay up late to make international phone calls and go through the troubles to find unrestricted internet to browse Comenity Bank webpage or even this page.

After no results from the phone line, I tried to leave secure message to customer service of Comenity Bank of this situation few days ago. The first message came back asking me to contact the phone line, which I replied I had already tried. The second message came back informing me my account is 150 days past due and suggesting me considering payment programs for my financial difficulties. Usually I am a very nice and easy going person, but the last message completely insulted me and forced me to file this complaint here.

First, it questioned my honesty which I already told that the two charges were not made by me.

Second, according to the credit report I got the card should be closed on July 2015 already, but on the website and from the last message I got, it seems Comenity Bank is still keeping the account alive and continuously charging me. And for the record, I had specifically asked the representative from my first phone call about the close of the account, and the answer I got is the account is closed, which means no more damage to my credit and no more charges on this card.

Third, I am really angry about the payment programs suggestion. I have no problem to pay for my own behavior, but I really don’t need to pay off the charges which were caused by the loss security of the Bank or MasterCard (as the message stated). The charges should never exist if the bank or MasterCard could protect my identity at the time. And in fact, it should be another way around, the bank should correct everything and sincerely apologize to me for its mistake, poor service and insulting words.

I know this is hateful but my experience really makes me wandering why my two year haven't used card had the fraud charges 7 months before the card should be naturally closed on Aug 2015, which according to the comenity website is still activated on Sep 3rd, 2015.

Desired Settlement: I want a sincere apology from Comenity Bank for everything I have been through. I want the fraud charges to be removed and all the following late and interests charges to be waived. I want the Comenity Bank immediately stop any credit collecting behavior to my friend and family and close all my accounts permanently. I also want my credit report to be corrected and further identity protection procedures to be applied to all Comenity Bank customers.

Business Response:

Dear **** ****: 

Thank you for your complaint regarding the above-referenced account.  Comenity Bank issues Ann Taylor MasterCard® accounts, and we are here to help with your account-related questions.  Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to address your concerns.  

We understand from your correspondence that you have been out of the country for over a year and discovered two fraudulent purchases were applied to the account on February 1, 2015, and the account has been assessed past due charges.  You contacted the Bank a few times regarding the purchases and were told a form had to be filled out, and a Statement of Fraud and Forgery (SOFF) would be mailed to you.  You are requesting to have the charges and all fees waived, the collection calls stopped, all your accounts closed, and your
credit report updated.  

We have reviewed your account and are happyto explain our findings.   

On February 1, 2015, two purchases for $50.00 each, were applied to the account.  As no payment was received, the account was charged late fees and finance charges, as explained in the Credit Card Agreement.  This resulted in an outstanding balance of $322.43; the account became six billing cycles past due and was reported to the credit-reporting agencies as 150-days past due.  

Bank records indicate that the concerns referenced in your complaint were reviewed, and a response was issued to you on September 5, 2015, requesting additional information; enclosed is a copy of the letter sent to you.  In addition, a SOFF was sent to you on August 27, 2015. 

If you believe the charges are fraudulent, please complete and return the enclosed SOFF, to our Account Protection (Fraud) team.  Please return the SOFF to: 

Comenity Bank
PO Box 182686
Columbus, OH
43218-2686

Please understand that in order for a fraud case to be established, you must complete and return a SOFF or police report to Comenity Bank.  Once the information is received and processed, a fraud investigation will be initiated.  You will receive written notification that a
case has been opened and you will receive additional written notification of our findings when the investigation is completed.  Please be advised that fraud investigations may take 90 days to be completed. 

If you have already returned the SOFF that was mailed to you on August 27, 2015, you do not need to return this additional SOFF.

If you have any additional questions or concerns about the investigation, please contact our Account Protection team at ###-###-####.  They would be happy to assist you. 

Please be assured that all accounts in your name are closed. 

Comenity Bank will honor your request to stop all collection attempts for the Ann Taylor MasterCard® account. However, the Bank may contact you by mail or service of court filing which would be in compliance with state and federal law. 

We sincerely apologize for any confusion or frustration this situation may have caused you.  We hope this information is helpful.  Should you have any further questions or concerns regarding this situation, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####); I will be happy to assist you.

 
Sincerely, 

Tionna M******
******** ********* ********** 

Consumer Response: I have filled all forms attached in the previous responding emails from Comenity Bank and mailed them back to the address provided.

Here are the copies.

Business Response:

Dear **** ****: 

We have received the additional complaint that you sent to the Better Business Bureau (BBB), regarding the above-noted account.  Comenity Bank issues Ann Taylor MasterCard® accounts, and we are here to help with your account-related questions.  Your complaint, addressed to the Better
Business Bureau, was forwarded to my attention, and I appreciate the opportunity to address your concerns.  

We understand from your correspondence that you have filled out all forms, enclosed in the previous response from Comenity Bank and mailed them back to the address provided. 

Please be assured we have received your completed Statement of Fraud and Forgery (SOFF) and Cardholder Statements of Disputed Item (s) form; these documents were forwarded to our Account Protection team.  Once the information is processed, a fraud investigation will be initiated.

You will receive written notification that a case has been opened and you will receive additional written notification of our findings when the investigation is completed.  Please be advised that fraud investigations may take 90 days to be completed.  

If you have any additional questions or concerns about the investigation, please contact our Account Protection team at ###-###-####.  They would be happy to assist you. 

We sincerely apologize for any inconvenience this issue has caused you.  Should you have any further questions or concerns regarding this letter, please contact me directly at ###-###-#### (TDD/TTY ###-###-####).  I would be happy to assist you.

Sincerely,

Tionna M******

******** ********* ********** 

Consumer Response: I just saw the email informing me my case is closed from BBB. I haven't responding further to this case because I haven't heard any useful responses from comenity bank yet. I did received another two letters asking for the forms that I had already mailed out weeks ago and which I have copied to BBB in the previous email. Besides these two letters, I had received another letter offering me a discounted pay off for the balance which I had automatically ignored. I hope my case to be solved as I can see a lot of complaints on BBB regarding comenity bank had or have similar issue. But as you can see, there is nothing else I can do from my side now. I think the processing efficiency of comenity bank is very out of date, thus, 10 day duration is not enough for the case to move forward. Could you please allow the progress duration to be longer than 10 days to keep this case open? Or I can start another case regarding this complaint. Thank you.

Sincerely,
**** ****

9/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******** ****** 's online payment is done through comenity bank. My online bill was due 9/6/15 with a minimum payment of $25.00. I decided to do the payment of $40.00 online because it clearly states that if any payment is done before 6 p.m. eastern standard time,it can be credited to my account the same day. I also received an email that my payment of $40.00 was received on that day as well. I checked my account and the online payment did not go through on that same day nor the next. I put money in my account specifically for that payment and it wasn't even taken out the day it said it was supposed to be taken out. Well I guess on the third day the transaction was taking place then on 9/9/15 rather than 9/6/15. I noticed that I was charged a return fee of $25.00 and was taken from my bank account and a higher finance charge than usual. Now I'm stuck with a past due balance and now my next minimum balance is up to $60.00 instead of $25.00.

Desired Settlement: I would like to have a refund of $25.00 that was taken out of my bank, $40.00 taken off of my credit card balance without tampering with my bank account,and the minimum balance set back to $25.00.

Business Response: We received your complaint, submitted to the
Better Business Bureau, regarding the above- noted account.  Comenity Bank issues ********** ******/****
credit cards, and we are here to help answer all account-related
questions.  Your complaint was forwarded
to my attention for review, and I appreciate the opportunity to assist you.

We understand from your complaint that you
have concerns with the payment that was made via our online website on
September 6, 2015.

After a review of your account our records
indicate that a payment was set up via our online website in the amount of
$40.00 on September 6, 2015.  At this
time the payment was processed and showed posted to your account as of this
date.  When a payment is processed
online, it is sent to your banking institution for funds to be
transferred.  On September 9, 2015, we
received this payment back from your banking institution as “insufficient
funds”.  At that time the $40.00 was
added back to your balance and a returned payment fee of $25.00 was added to
the account. 

Please be aware that although payment is
submitted via our online website and it is posted to your account as of the
same day, this does not mean that funds will be taken from you banking account immediately.  The banking institution must have time to
receive our request and release funds if available.

Please be aware that we have removed the minimum
payment from your account that was showing due October 6, 2015, so that you
could make the normal minimum payment as you requested.  We have also issued credit for the $25.00
returned payment fee that was assessed to your ********** ******/**** credit
card. This credit will appear on your next billing statement.

We respectfully decline your request that the
Bank deduct $40.00 from your  ********’s
******/**** account balance.  Our records
indicate the $40.00 payment was not received and was returned from your
bank.  We encourage you to contact your
banking institution to request any fees that were charged to your checking
account by them be removed if possible.

You
are a valued customer and if you have further questions or concerns regarding
the account, please do not hesitate to contact me at ###-###-####, or ###-###-####,
ext. ******* (TDD/TTY ###-###-####).  I
will be happy to assist you.

 


9/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been out of work due to the death of my son. I was on a plan prior to his death. I fall behind in the plan during my son death. I was trying to make the payments. But it was hard because I was out on short term disability. This company call me and ask me what I could plan each month and I told them. But than when i find I attempt to make the payment the demand additional 184.00 in three days and explained. They could not do anything to help. Than a lady name Nikki call told me that my attorney or me need to call back to today. Than I get a email this morning saying my account is closed out going to collecting agency's. Nikki wanted to pay It off in three months. If I could not pay prior what makes her thinks I could do it in three months. This company is rude and refuse to make reasonable arrangements on this account. The customer is are rude.

Desired Settlement: Company need to allow reasonable time to make payment on this account.

Business Response: Dear Ms. ******:

Thank you for contacting Comenity Capital Bank.  As the bank that issues HSN credit card accounts, we respond to all account-related concerns.  Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that your HSN account was set up on a payment plan; however, due to the passing of your son, and only receiving short-term disability, you were unable to maintain the arrangements.  We further understand that you were notified that the account was closed and would be sent to a collection agency.  After speaking with a Bank representative, the only payment plan available was a three month arrangement to pay the balance in full.  You state that the Bank representatives are rude and refuse to make reasonable arrangements on the above-noted account.   

Please note that you are a valued customer, and we are truly sorry to hear about the passing of your loved one. 

After a thorough investigation, Bank records confirm on July 1, 2014, the HSN account was enrolled in our Customer Hardship Program.  This program provides customers with six to twelve months of special terms in order to bring and keep their account current.  On July 3, 2014, a confirmation letter outlining the terms of enrollment and the stipulations regarding the termination of the program was mailed to your address.  Specifically, you were notified if two consecutive payments or three total payments were missed, the HSN account would be terminated from the program.  Please understand that Comenity Capital Bank categorizes returned checks as missed payments.  Enclosed, please find a copy of this letter, for your review.

Our records further indicate on July 1, 2014, you contacted our office to change the banking information previously provided.  On November 3, 2014, December 3, 2014, and January 3, 2015, the Bank attempted to withdraw three payments of $25.00 each from your checking account; however, on November 7, 2014, December 9, 2014, and January 8, 2015, these payments were returned by your financial institution, due to insufficient funds.  As a result, the payments were added back into the HSN account balance, and the account was removed from the Hardship Program, due to unsuccessful completion. 

On September 7, 2015, the HSN account wrote-off, due to non-receipt of payment, with a balance of $1,014.14.  The account is currently being managed by our Recovery Team.  To discuss suitable payment arrangements, we recommend that you contact our Recovery Team at ###-###-#### (TDD/TTY ###-###-####) for further assistance.

Lastly, your opinion of our service is important to us, and we appreciate the time you spent in notifying us of your concerns.  Comenity Capital Bank is committed to providing the best customer service, and it is never our intentions to treat our customers in a less-than-satisfactory manner.  Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.

We hope you find this information helpful.  Should you have any further questions regarding the account, please contact our Recovery Team at the number listed above. They will be happy to assist you.

Sincerely,
Lauren S**** 

9/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In March of this year I received a bill for a ***** account for 271.70. I paid 274.40 on March 14th. Thinking I had paid off this account in March I did not received any more notices of needs. I know have a balance of 173.45 for late fees and interest fees for a balance d/t late deliver of payment of 274.40. I spoke with a representative who agreed that indeed I did pay what was owed but since there is no grace period they charge my account another 35.00 + 6.22 for late fee and interest. This initial balance was regarding late fees no consumer buy has taken place since 2013. I have been trying to get my credit back in shape post private grievences. So after talking to the rep. I agree I would again throw money away that was not due just to get this done and agreed to pay 41.22 the amount of late fee and interest charged. Per rep. he stated they would not accept anything less then 98.81 and would continue to increase d/t lack of payment on interest rates and late fees. This account was paid in full with and extra bit of money given to them to completed and gracefully end this relationship. It did not happen. I am now getting charge off statements to agree to pay them 173.45. Will this ever end.

Desired Settlement: I agreed to pay 41.22 for the interest and late fee of a billed payed off 14 days of day 1 of March. 2015. Relationship severed at that point.

Business Response:

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above Comenity Bank issues ****** Florida credit card accounts, and we are here
to assist you with all account-related questions. I appreciate the opportunity to respond to your
concerns.

We understand from your complaint that you have concerns regarding your account balance,
along with the late fees and finance charges that have been added to the balance.
We have reviewed the account and we are happy to share our findings.

Bank records indicate, a billing statement was sent to you on March 6. 2015, reflecting a
balance of $312 92, and a payment of $26 00 due by April 3 . 2015. 

The Bank received your payment of $274.40 on March 14, 2015. After this payment was
processed, your account balance was $38.52. Billing statements were issued monthly from
April of 2015 to present. As no further payments were received, late fees and finance charges
were assessed to the account, pursuant to the guidelines of the Credit Card Agreement.
Although there were no Bank errors found, in the interest of customer service, we are no longer
holding you responsible for the balance of $212.17. Please be assured the account has been
adjusted to a zero balance.

You are a valued customer and we apologize for any inconvenience this matter has caused you.
Should you have any further questions or concerns, please contact me at ###-###-#### ext.
******* (TDDTTTY ###-###-####).1 would be happy to assist you.

9/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I missed making my payment on my *********** * ***** credit card issued through Comenity Bank in May of 2015. I received a call from Comenity Bank in June 2015 and after speaking to a supervisor, it was agreed upon that if I paid $96.39, that the remaining late fee would be removed and my account balance would be $0. I paid the $96.39 on 6/16/15, and believed that this issue was closed. I received another call on 8/20/15 from Comenity Bank stating that my account balance was in default and requesting another payment. The person I spoke with, Anna G**** Employee ID #******, stated that a supervisor was unavailable but that she could see the notes from June 2015. She apologized and stated that she would submit the information to her supervisor on the next business day so that she could credit all fees and rectify my credit history. On 09/03/15, I received yet another call from Comenity Bank and immediately requested to speak to a supervisor. I spoke with Cari ID #680665, who again stated that she would remove all fees leaving my account balance at $0. Today, 09/07/15, when I checked my balance online it showed a $9.00 balance - which would again mount up fees & negative credit history information. I electronically requested my account to be closed but was unable to speak to a person due to the bank being closed for the holiday. I believe their handling of my account and negative credit bureau reporting information has damaged my credit and altered my ability to obtain additional credit.

Desired Settlement: Billing Adjustment to bring account balance to $0 and Correction to Credit report

Business Response: .
Thank you for contacting Comenity Bank.  As the bank that issues *********** * ***** credit card accounts, we respond to all account-related concerns.  Your complaint, addressed to the Better Business Bureau, was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand your concerns regarding the outstanding balance on your *********** * ***** credit card account and the additional telephone calls that you have received.  You are requesting that the Bank clear the above-noted account balance to zero, as originally agreed upon in June 2015, and correct the reporting on your credit file.  We sincerely apologize for any frustration or inconvenience this matter may have caused you.

Thank you for taking the time to speak with me on September 9, 2015.  As a follow-up to our conversation, Bank records indicate on September 3, 2015, credits totaling $64.00 were issued to the account for the previously assessed Bank fees.  Additionally, notification was sent to the credit-reporting agencies to remove the reported delinquency for June 2015, from your credit file.  Please allow up to 45 days for this information to be updated in their records.

The Bank has reviewed the applicable telephone calls, and we regret the manner in which your account was handled.  Calls and letters of this nature are reviewed by our management team, and their recommendations regarding an appropriate resolution are followed.

Due to the inconvenience this matter caused, as a token of our appreciation, an additional credit of $25.00 was issued on September 9, 2015; you are a valued customer.   

Lastly, on September 9, 2015, your Christopher & Banks account was reopened, per your request.  The account has an available credit of $500.00, and a credit balance of $25.00, which can be used towards your next purchase.  

We hope you find this information to be helpful.  If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

9/29/2015 Billing/Collection Issues
9/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Money is being taken out of my account and I do not have any service or purchase to show for it. I have complained to my bank and they have given the money back, only to take it out again. I do not know who these people are and why they are taking money. I don't understand who they are.

Desired Settlement: No more removal of money from my account.

Business Response:

Dear Ms. ******: 

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Avenue credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

I understand from your complaint that money is being taken out of your personal bank account.  You do not have an account with Comenity Bank nor did you make any purchases.  You are requesting that no more monies be debited from your bank account; due to you not knowing why these payments are being debited from your account.  I am happy to share my findings with you. 

After a thorough review of our records, an Avenue credit card account was located in your name.  Please find a summary of the Avenue account below.  I have enclosed a copy of the account Credit Card Agreement (CCA), as well as copies of billing statements which show the account activity that comprised the account balance and delinquencies. 

The Avenue account was opened on May 10, 2014; use of the account or failure to close the account within 30 days of receiving the CCA indicated your acceptance of the terms of the agreement, including the assessment of any finance charges and fees.  The last purchase of $250.00 was made on May 10, 2014, and the last payment of $150.00 was received on August 15, 2015, and the account is current.  

As of the date of this letter, the account balance is $425.29 with a minimum payment of $25.00 due on September 16, 2015. 

If you believe that this account was opened due to ID Theft, please complete the enclosed Identity Theft Victim’s Complaint and Affidavit please return the completed Affidavit, to our Account Control Department (Fraud) along with a copy of your driver’s license, and a written request for the application.  Once this is information is received you will be notified by mail of the findings.  Listed below is the address and telephone number for our Account Control Department:

Account Protection (Fraud) Department

220 West Schrock Road

Westerville, OH 43081

###-###-#### (TDD/TYY ###-###-####) 

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience.  If you have any further questions regarding this letter, please contact me at ###-###-####, ext. ******* *TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,                                                                                                            

Renee S****

******** ********* **********

Consumer Response:  I need a list of purchases from Avenue store to prove the balance listed.  Also, I receive statements from the store and I pay from those statements.  How then, am I paying from the statement and Commenity Bank is taking $150.00 from my account each month.  Plus, I had an account with Avenue  prior to the 5/10/14 date given.  I went to the store in 2014 and was told that my account had been cancelled.  I had to provide bank information to reinstate my account.  At the time, I had a purchase of $250.00. I'm sure I have paid that amount. I did another purchase in June this year for about $120.  Commenity bank has been taking $150 from the account since June 2014, plus I have been paying the statements I receive from Avenue.  That means I have paid Commenity Bank over $2000.00, yet they say it is for Avenue. I need to know where my money Commenity Bank takes from my account is going and why I am paying the store?  My balance with Avenue seem to change often.  I would like some answers and to have my money that Commenity Bank is taking to be put back into my account.  I have attached proof that I am receiving statements.

Regards,

******* ******

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It is too much to decrib here, however just to give you enough to have believe that I do have a reasonable complaint, I'll tell you they would not give me a sum last month(July), therefore, I did not know what to pay or where to pay, as the information was not available on line either. A guy called me several times while I was in ******* taking care of my critically ill mom. His story was that I needed to bring my payment which was overdue up to date. O.k. I told him that I would. Ask him to give me a total balance, he did, which I did not agree with, however after thinking about it, I desided to pay them and then leave them along, they were not going to hear this, after calling several times to see where I could send in the payment, they gave me an address that didn't even exist. I didn't.trust them so before mailing in the payment of three hundred and thirteen, I thought that maybe I should confirm their address. After trying to do just that,the on line information said this address could not be located. I thought why did they not want their payment, and the only thing I came up with was their desire to collect the phone payment which would have a $15. Payment as well. Like I said, their are too many other complaint to mention here, therefore if I could speak to someone, I wo greatly appreciate it. Thank you.

Desired Settlement: I really do not mind paying them what, they claim, I owe them, however, I do not ever want to do bussines again or even have them or their associate contact me or my mom, woe lives in *******.

Business Response:

Dear Ms. *****:

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Bank issues Jessica London@ credit card accounts, and we are
here to assist you with all account-related questions. I appreciate the opportunity to respond to
your concerns.

We understand from your complaint that you did not receive your monthly billing statement for
the month of July. You were also unsure of the payment address.

I attempted to contact you, by telephone, on several occasions to discuss this matter.
Unfortunately, my attempts have been unsuccessful. I have reviewed the account and I am
happy to share my findings.

I have enclosed copies of your monthly billing statements. Please keep in mind when payments
are not received, are received after the due date, or are made for less than the minimum
required, the account will be assessed a late fee and finance charge, as explained in the Credit
Card Agreement.

To provide the best possible service to our customers, we have other payment options besides
mail, which can expedite your payment. We also have a paperless billing option to have your
statement sent to your email each month to prevent the delay of you receiving a statement by
mail. Please see below for a payment method that may be right for you.

Our payment address is:

Comenity Bank
PO BOX 659728
San Antonio, TX 78265

Online: Online payments submitted before 6pm Eastern Time (ET) can be credited to your
account today. Online payments submitted after 6pm ET will be credited the following day (or on
your future scheduled payment date). Please note that it may take up to two business days to
complete the financial transfer from your personal U.S bank account to your Woman Within
account.

Need to rush a payment?
If you need to make a payment today. you may call us at the phone number on the back of your
biiing statement to speak to a ~ustomer &re representative. A fee applies to sameIday
payments made with the representative. These payments would need to be made through a
U.S. banking account.

Please be assured that we have updated our records and you should not receive any further
teiephone calls at the telephone number ending in 0419 from Comenity Bank, regarding your
Jessica London@ account.

After researching the account, in the interest of customer service, we have issued a credit of
$20.00 to remove the late fee that was assessed to your account.

The Jessica London@ account, referenced-above, was closed, per your request, on July 22.
2015.

We hope you find this information helpful. If you have any questions, or need additional
assistance, please do not hesitate to contact me directly at ###-###-####, ext. *******
(TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Amanda R**
******** ********* **********

Consumer Response: I did make a payment to the company, however, I did so to begin the attempt in resolving my dealing with them, but, as I mentioned in my coplaint, they are not to be some body that you close both eyes and know it's good.

Thank you very much for your help.

Regards,
******* *****

9/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I previously endorsed BUCKLE especially for fellow WLS peeps.O July 7th, 2015, I purchased 3 pair of jeans on the premise that there was free alterations for the life of the jean. Having had WLS this was ONLY MAJOR SELLING POINT for jeans at $100ish. I was specific that I was experiencing drastic weight loss. I told them I had had gastric bypass and had lost 70 lbs since Feb or this year. The associates (3 different people) showed where the jeans could be taken in on the side and in the behind and the hip once I lost more weight. On August 13 2015, I brought the jeans in for alterations. Imagine my surprise when a different person tells me there are free alterations for the "life of the jean" but it is only for the LENGTH of the jean. I would have never purchased jeans for that price knowing I had gastric bypass in February 2015. Now I am 5' 10" I WOULD NEVER NEED SHORTER JEANS! Not to mention why say the life of the jean as if people get shorter over time.

Desired Settlement: On top of that I applied for a card with your store and put the purchase on it I returned the one pair of jeans I had not worn that day. I feel the jeans should be accepted back and my money should be returned along with all finance charges and my credit card payments refunded to me. The representatives lied to me to make this sale. I will then cancel the card once it is paid off. This ordeal affected my credit score!

Business Response: Dear ******** *******
 

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues The Buckle credit card accounts, and we are here to help answer account-related questions.  I appreciate this opportunity to address your concerns.  

We understand from your complaint that you made a purchase in store and were advised of several options for alterations; however, once you returned to receive the alterations you were advised The Buckle can only assist with alterations in the length of the jeans.  Additionally, you request The Buckle allow the jeans to be accepted as a return and a full refund including applicable finance charges be credited to the account.  We apologize for any frustration this matter has caused you. 

Please note Comenity Bank and The Buckle are two separate entities.  The Bank issues and is responsible for addressing questions related to your credit card account.  The Buckle is responsible for handling matters related to sales, merchandise processing, returns and shipping. 

Bank records indicate the purchase of $250.00 posted to the above-referenced account on July 7, 2015.  On July 15, 2015, a statement was issued with a balance of $250.00 and a minimum due payment required of  $25.00 by August 10, 2015.  A payment of $25.00 posted to the account on August 12, 2015.  Per the Credit Card Agreement (CCA), included, to avoid paying interest the entire balance is to be paid by the due date each month.  As a minimum payment was received, the account was assessed the applicable finance charges.  This fee is valid. 

In the interest of customer service a credit in the amount of $5.14 was credited to the account tor the finance charge.  We ask that you contact the store in regards to the return you intend to make. 

We hope this information is helpful.  Should you have any other questions or concerns regarding this letter, please feel free to contact me directly at ###-###-#### (TDD/TTY ###-###-####).  I will be happy to assist you.   

Sincerely,

Kaija M*******

******* ********* ********** 

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/31 I accessed all my Comenity accounts & arranged payments for due date of 8/6/15. On 8/17/15, I receive a payment reminder for my Comenity/Fashion Bug acct & call customer service. I explain I scheduled a payment for the 8/6 due date on 7/31/15. *****, representative, verified that I was on Fashion Bug website on 7/31 & confirmed I was on all my Comenity accounts, scheduling payments. She stated something must have happened, as Fashion Bug payment not scheduled. ***** states, due to circumstances, she will remove $25 late fee. I have never been late on any of my Comenity accounts. I thank *****, and immediately go to Fashion Bug website and make missed $45 payment. New billing comes due 9/6/15, showing late fee still present on account. I message Fashion Bug & am told by rep, A. M****, that late fee will not be waived. I call in on 8/31/15, when I receive above reply & speak with Audrey/rep who informs me reps cannot waive late fees. I, again, message customer service, who sends back same form letter as previously stating late fee would not be waived.

Desired Settlement: $25 late fee to be waived due to extraordinary circumstances, as stated by Fashion Bug rep, *****, on 8/17/15. Fashion Bug should stand behind their rep's promise to waive late fee. I am a disabled consumer, who lives on a limited income of SSDI, after working for 23 yrs. I am now living on 60% of my past income, with all the same bills. I want Fashion Bug to honor their rep's word.

Business Response:

Dear Ms. ****:

We received your complaint regarding the account noted above. Cornenity Bank previously
issued Fashion Bug credit cards and we are here to help with your account-related questions
and concerns. Your complaint, addressed to the Better Business Bureau, was forwarded to my
attention and I appreciate the opportunity to assist you.

1 understand from your complaint, on July 31, 201 5, you accessed your Fashion Bug credit card
via Account Center to secure a $45.00 payment to post on August 6, 2015. On August 17,
2015, you received a payment reminder from Comenity Bank referencing your Fashion Bug
credit card account, which prompted you to contact our customer service department. A Bank
representative reviewed your Fashion Bug account, and advised, that account notes indicated
you logged into your account on July 31, 2015; however, the payment for $45.00 did not post.
You were also advised that due to your excellent payment history, the $25.00 late fee assessed
to your Fashion Bug account would be removed.

You are requesting Comenity Bank credit the $25.00 late fee.

I apologize for any frustration or inconvenience you have experienced as a result of this matter.
In the interest of customer service, we have issued a credit in the amount of $25.00 for the
previously assessed late fee to your Fashion Bug credit card account, which will reflect on your
next monthly billing statement. Please note, Comenity Bank is unwilling to credit any additional
late fees assessed to your Fashion Bug credit card account.

I hope you find this information to be helpful. Should you have additional questions or concerns
about this issue, please contact me at ###-###-####, ext. **** *** (TDD/TTY ###-###-####).
I would be happy to assist you.

Sincerely,
Geanine M*****
******** ********* **********

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a credit card at BJs wholesale club through Comenity Bank. I was contacted by letter to provide additional information. I called and answered security questions. I was told my card would be mailed in 7 to 10 business days. The second mailing did not include a card but rather a denial saying they could not verify my identity. I called and they stated I did not answer my employment question correctly. They cited Equifax in the letter. I reviewed my credit reports. Equifax does not have employment history listed. I called them back and they said the letter cited Equifax but they use all 3 bureaus. I called Experian today and they do not a record of a Comenity inquiry in the last month. I am now locked out for 30 days to reapply for the card and feel the basis for their denial is not founded and their explanations are not plausible.

Desired Settlement: Correction to recent denial

Business Response:           

Dear *** ********* 

Thank you for contacting the Better Business
Bureau, regarding the above-mentioned application.  Comenity Capital Bank issues My BJ’s Perks
MasterCard® accounts, and we are here to help with your questions.  Your correspondence was forwarded to my
attention, and I appreciate the opportunity to respond to your concerns.  

We understand your concerns regarding your application that was declined. 

After further research into your application,
our records indicate that you were sent a letter asking that you contact the
Bank for further  verification.  This occurred because there is a fraud victim
statement listed on your credit bureau report.  When you contacted us, you were asked a series
of personal questions, in order to ensure you were the applicant.  In order for us to open an account, a certain
percentage of these questions must be answered correctly.  In your case, an insufficient number of questions
were answered correctly, and the application was unable to be approved.  Unfortunately, for security reasons, we are
not able to release detailed information regarding the questions that were missed. 

Additionally, if you have further concerns regarding the fraud statement that is listed on your credit report,  we ask that you contact the bureaus directly with your concerns.  They may be reached using the following information: 

****************

If you are still interested in obtaining the My BJ’s Perks MasterCard® account, please reapply after September 14, 2015. 

We apologize for the frustration and inconvenience that you have experienced regarding this matter.  Should you have any further questions or concerns, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I would be happy to
assist you.  

Sincerely,

Justina M********
******** ********* **********  

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Comenity customer service talks over you. You have to listen to them scold you and do their "speel" even if that is not your issue. They are very rude and do not listen to your complaint until they are done telling you what your issue is (which is not the issue). I have spoken to them on 3 different occasions. The first time my account was paid in full according to the customer service rep. By the way I was told my late fees would be deleted from my total, due to me not getting a few bills. However, after reviewing my statement and what I paid this was also incorrect. I paid 50$ more than what my purchases would have equaled. The second time I owed hundreds more dollars in late fees and was told I never did pay the bill in full. After being treated very rudely, I was told my situation would be escalated and researched that a supervisor would listen to the recording of by previous conversation. I was told this would take 10 days. The 3rd time, I was again treated very rudely. They wanted payments. I attempted to explain the situation, but the customer service rep wants to speak first and just collect payments. After speaking to a supervisor, I discovered no research had been conducted and I was again starting from square one. Now I am still waiting for research to be done and Comenity just keeps tacking on late fees. I really wish I knew what legal ramifications I have. I have NEVER had an issue with a credit card in my life. This is very very frustrating and very unprofessional. The customer service reps are SUPER rude also.

Desired Settlement: For outstanding balance to be zero. I already overpaid. I just wish for my card to be cancelled and for the outstanding balance to be zero.

Business Response:

Dear ********* ******

We received your complaint, submitted to the
Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues The Buckle credit card accounts,
and we are here to help answer account-related questions.  I appreciate this opportunity to address your
concerns.

We understand from your complaint that you were
advised that the account was paid in full and that the late fees and finance
charges would be waived due to not receiving a few statements.  Additionally, you state you again spoke to
the Bank and were treated rudely and were advised that the account was not paid
in full and the balance had increased.  You
requested this matter be escalated and resolved.  We apologize for any frustration this matter
has caused you.

Please find a summary of the account below:


On
September 17, 2014, two purchases posted to the account in the amount of
$128.29 and $39.90.October
6, 2014, a statement was issued with a balance of $168.19 and a minimum due of
$25.00 by November 1, 2014. (no payment was received)November
5, 2014, a statement was issued with a balance of $196.75 and a minimum due of
$35.00 by December 1, 2014. (no payment was received) This balance included a
late fee and finance charge.December
6, 2014, a statement was issued with a balance of $236.09 and a minimum payment
of $47.00 due by January 1, 2015.  This
balance included a late fee and finance charge.December
8, 2014, a payment of $47.00 posted to the account.  The new balance as of the January 6, 2015,
statement was $193.18.January
6, 2015, February 3, 2015, March 6, 2015, April 5, 2015, and May 6, 2015,
statements were issued and no payments were made to the account. The Bank has reviewed the issues in your
complaint, as well as the applicable phone conversations.  We apologize if you felt that you did not
receive the best customer service.  It is
never the Bank's intention to treat our customers in a less-than-satisfactory
manner.  Comenity Bank is committed to
providing the best customer service and is disappointed when a customer feels
that this standard was not met. The payment made via telephone on May 28,
2015, for $200.96 satisfied some Bank fees and the purchases made on September
17, 2014.  Please be advised, Bank fees
totaling $215.09 have been credited to the account.  As of the date of this letter the account is
closed with a zero balance. Although the account is closed, per your
request, we hope you continue to shop with The Buckle. We hope this information is helpful.  Should you have any other questions or
concerns regarding this letter, please feel free to  contact me directly at ###-###-#### ext.
******* (TDD/TTY ###-###-####).  I will be happy to assist you.   

Sincerely,  

Kaija M*******

******** ********* **********

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was deceptively sold a product that was not made clear to me the interest rate would increase to almost 27%. I explained to customer service I was dealing with financial difficulties and could not afford the huge increase in interest expense. I put in a complaint and never heard back, and overall customer service was not helpful. I had to sell personal belongings to pay down the balance but when I did that I saw they reduced my credit limit to 0, which killed my personal credit because it showed I was way over my credit limit. In addition the number that the collections department would call from would not work if I tried returning the number, ###-###-####, and they would not leave voicemails.

Desired Settlement: I would like my credit limit on the account restored to a positive level and not show I have a negative balance as i pay the debt off. I would like my credit report to indicate I am current on the account and remove the delinquencies since this I had made a dispute.

Business Response:         

Dear Mr. **********:
 

We received a complaint from you, addressed
to the Better Business Bureau, regarding the above-mentioned account.  Comenity Capital Bank issues Blue Nile credit
cards, and we are here to help with all account-related questions.  Your correspondence was forwarded to my
attention, and I appreciate the opportunity to respond to your concerns. 

We understand your concerns regarding the interest
charge that posted to your account for your expired promotional plan and that
you would like your account to reflect a current status on your credit report
and your credit limit restored.  We would
like to apologize for any inconvenience this issue may have caused you. 

Our records indicate that a purchase of $10,000.00
was charged to the account on February 13, 2014.  The purchase was placed on a 12-month
deferred interest, 1% payment required promotion plan, scheduled to end on February
14, 2015.  As agreed at the time of
purchase, no interest would be assessed to the account, should the balance be
paid in full as of the scheduled ending date. 
The information was provided on all billing statements in the “details
of your plans” section as well as the Blue Nile website under Option 2:No
Interest If Paid In Full.   You were advised that should the balance not
be paid in full, accrued finance charges dating back to the original date of
purchase would be assessed to the account. 
On February 14, 2015, as the balance was not paid in full, finance
charges totaling $2,633.93 were assessed to the account.   

Bank records indicate that your credit limit
was decreased to zero on August 1, 2015, due to non-payment.  As no payments or less than the minimum
payment required were made by the May 27th, June 27th, and
July 27th due dates, late fee charges were applied to your account.  After reviewing our records, we found that
the information we reported is accurate. 
As such Comenity Bank is unwilling to remove this information from your
credit bureau report.  Credit limits are
systematically reviewed three to four times throughout the year and based on
one’s current pay history and credit standing, the credit limit can be either
raised or lowered.  At this time we are
unable to reinstate your credit limit. 

As stated in the Credit Card Agreement (CCA),
if your payment is not received prior to or by the minimum payment due date, or
less than the minimum due, late fees and finance charges may be assessed to
your account.  Please find enclosed a
copy of the CCA for your records. 

Your current account balance is $3,721.43 and
a payment of $149.00 is due by September 27, 2015.  Your last payment of $4,000.00 was applied to
your account on August 27, 2015.

 

Additionally, customers who are experiencing
financial difficulties are urged to contact a non-profit Consumer Credit
Counseling Service (CCCS) organization for assistance.  Their programs include lowering the interest
rate and the minimum payment requirement, and would include all of your
creditors.  Comenity Bank supports and
participates in the programs provided by CCCS.  

If you wish to obtain information regarding
their programs, and for a CCCS organization located near to you, you may
contact the national office toll free at ###-###-####.
 

We hope that you find this information
helpful.  Should you have any other
questions or concerns regarding this account, please feel free to contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.
 
Sincerely,

Ashley H*****

******** ********* **********  

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The reason for my complaint is because I drove 3 and a half hours to ***** to buy furniture at ** ****** ********* and did an application at the Kiosk and my credit was pulled by comenity bank. They denied my application saying that the address on my credit report is not matching the one on the application **** ******** ***** ********* ** ***** which has been my home since 2005. They are telling me to contact the credit bureaus to update my address and I have contacted Experian which is the bureau that they pulled and they advised that my address is reporting correctly. They are denying this application unjustly and I have proof that this is me and i live at the **** ******** ****** I am going to upload my Drivers License and Utility bill to this complaint to prove my point

Desired Settlement: To reconsider my application

Business Response:

Dear Ms. *******

Thank you for your complaint, addressed to the Better Business Bureau, regarding the abovenoted
application. Comenity Capital Bank issues El Dorado credit card accounts, and we
respond to all account-related questions. Your compliant was forwarded to my attention, and 1
appreciate this opportunity to assist you.

Your complaint states that you applied for an El Dorado credit card and you were denied. You
further indicate that you contacted Experian, and they have confirmed your correct address is
listed on your credit report. Furthermore you indicate that you have lived at the address listed
above since 2005, you are requesting we reconsider your application.

We apologize for any frustration or inconvenience you may have experienced because of this
matter. Per your correspondence, we have reviewed the information submitted with your BBB
complaint. With the information provided we were able to override the information showing on
your credit report and approve your application.

Congratulations, you have been approved for an El Dorado credit card account with $8,500.00
available credit. You will receive a welcome kit which includes your credit card at the address
listed above within seven to ten business days.

We hope you find this information helpful. If you have any further questions please contact me
at ###-###-####, ext. ******* (TDD/TTY ###-###-#### ). I will be happy to assist you.

Sincerely,

Rosa M******

******** ********* **********

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account was opened 1/22/15 by a member in my household. There is no way $2,203.42 was accumulated. Because acc't was opened in my name without my knowledge, I am & will continue to pay for what was not returned. I was told by 3 different people that an itemized list would be mailed to me. The last call I rec'd was from Jason to be told that was not feasible. The amount of money they told me I must send is not possible. I am 76 yrs of age & my only money each month is my social security. I also have a bunch of returns that were not posted. Please help me. I just rec'd another statement. It must be paid by 7/28. They are asking for $200 & there is no way I can pay this. They keep charging me $35.00 every month.

Desired Settlement: I also have a bunch of returns that were not posted. I was told by 3 different people that an itemized list would be mailed to me.

Business Response:

Dear Ms. *****      

 

We received your complaint, addressed to the Better Business Bureau, regarding your HSN credit card account.  Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you. 

We understand from your complaint that the above-noted account was opened in your name by a member of your household.  You state that the account balance is incorrect, because there are a few returns that have not posted to the account; however, you will continue to pay for the merchandise that was not returned.  Furthermore, you state that you are unable to make a payment for the amount of money that you were told to send by Bank representatives, due to your limited income; however, the Bank continues to charge you $35.00 each month.  You are requesting an itemized list to be mailed to you regarding the transactions applied to your account. 

We understand your concerns, and we sincerely apologize for any frustration or inconvenience. 

After a thorough investigation, our records indicate that the account was opened in your name and social security number on January 22, 2015.  Please understand that the HSN credit card account is a regular revolving account with an annual percentage rate (APR) of 26.99% and a repayment percentage of 5%, which means that if there is a balance, a minimum payment is required each billing period.  There is no grace period.  The due date on your account is the 28th day of each month, and if the minimum payment amount is not received by that date, a late fee will be assessed to the account, pursuant to the Credit Card Agreement (CCA).  

For your review, we have enclosed copies of the monthly billing statements, which show the account activity that comprised the account balance, and a copy of the CCA.  Should you need additional information regarding the transactions and/or returned merchandise, please contact HSN directly at ###-###-####. 

Comenity Capital Bank vigorously pursues any individual who is suspected of perpetration of a fraud.  This may include contact with various local, state, and federal law enforcement agencies.  For your convenience, we have enclosed a copy of an Identity Theft Victim’s Complaint and Affidavit from the Federal Trade Commission.  If you would like to make a claim of fraud, please complete the affidavit in blue or black ink and return it to our Account Protection team at the following address. 

Comenity Capital Bank

Account Protection Team

PO Box 182686

Columbus, OH 43218-2686 

A fraud investigation will begin once the affidavit is returned and processed.  If we do not receive the completed document, we will assume that you do not wish to pursue this fraud claim and that you are accepting full responsibility for the account, the transactions, and the terms and conditions outlined in the CCA.  

Please be advised, once a fraud investigation has been opened, a letter will be sent to the address listed at the top of this letter with the case number.  Investigations may take 60-90 days to be completed, at which time written notification will be sent. 

Lastly, if you are experiencing financial difficulties, we encourage you to contact a non-profit Consumer Credit Counseling Service (CCCS), organization for assistance.  Their programs can provide options such as reducing the interest rate and the minimum payment requirement, and could include all of your creditors.  Comenity Capital Bank supports and participates in the programs provided by CCCS agencies.  Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####.

 Although there were no Bank errors, in the interest of customer service, we have issued a $35.00 credit to the account on July 24, 2015, for the previously assessed late fee. 

We hope you find this information to be helpful.  If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely, 

Lauren S****

 ******** ********* ********** 

Consumer Response:

I did not fill out a fraud claim form due to the fact that it is someone in my household.  I intend to assume full responsibility but at this time I am unable to pay monthly what Comenity Bank wants me to.  I am just looking for a reduction in what i PAY MONTHLY until sometime in 2016 when I am able to pay more.

 Unfortunately, the person who resides with me has a mental problem and this is one of the results of this problem.  If you can help me to reduce my monthly payment, I can't tell you how appreciative i am.
******* ****
****************

Business Response:

 

Dear Ms. *****  

We received your additional complaint, addressed to the Better Business Bureau, regarding your HSN credit card account.  Comenity Capital Bank issues HSN credit card accounts, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

 Thank you for taking the time to speak with me on September 4, and September 8, 2015, regarding the late fees applied to your HSN credit card account.  You are requesting that the Bank discontinue charging your account $35.00 in late fees, and refund the previously assessed late fees that were charged in May 2015 and June 2015.  I understand your concerns, and I sincerely apologize for any frustration you may have experienced. 

As a follow up to our conversation, the Bank made a system adjustment to reduce the past due amount and the current payment amount due on September 28, 2015, to zero.  Please be advised, due to this adjustment, no late fee will be assessed to the account for the month of September 2015.  Going forward, by making the minimum payment required by the due date, which is the 28th of each month, your account should remain current.  

If payments are not received, are received after the due date, or are made for less than the minimum required, the account will be assessed a late fee and finance charge, as explained in the Credit Card Agreement (CCA).  Enclosed, please find a copy of the CCA for your records. 

Please be advised that no late fee was assessed to your account in May 2015.  However, in the interest of customer service, credits totaling $70.00 were issued to the account to remove two previously assessed late fees. 

We value you as a customer, and hope you find this information to be helpful.  If you have any further questions, please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you. 

Sincerely, 

Lauren Smith

******** ********* ********** 

9/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been receiving a number of "robocalls" over the past few days and I want them to stop! No messages are being left nor does anyone pick up the phone. The following is a list of calls received from one of Comenity Bank's phone numbers over the past few days: 8/26 8:53am ###-###-#### 8/27 9:00am ###-###-#### 8/27 11:04am ###-###-#### 8/27 2:24pm ###-###-#### 8/28 8:59am ###-###-#### 8/28 9:32am ###-###-#### 8/28 1:21pm ###-###-#### 8/28 7:16pm ###-###-#### 8/29 8:53am ###-###-#### 8/29 12:51pm ###-###-#### 8/29 3:48pm ###-###-#### 8/30 10:45am ###-###-####

Desired Settlement: My desire is for the "robocalls" to stop. If not, I will speak to legal counsel and determine what the best course of action will be for me since this could result in anywhere from $6,000 - $12,000 in a lawsuit.

Business Response:

Dear ********* *********:

Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and we
are here to help with your questions. The Better Business Bureau forwarded your complaint to
my attention, and I appreciate the opportunity to respond to your concerns.

Please accept our deepest apology for any frustration that you may have experienced regarding
the telephone calls that you have received from Comenity Bank.

Afler reviewing our database, we are able to confirm that the telephone calls being made were
attempts to contact a customer regarding a personal business matter. Please be assured that
we have updated our records and you should not receive any further telephone calls at the
telephone number ending in **** from Comenity Bank.

We hope you find this information helpful. If you have any additional questions or concerns
please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will
be happy to assist you.

Sincerely,

Amanda R**

******** ********* **********

9/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have no outstanding debts or credit cards nor and accounts with them directly yet this bank keeps calling me 6 to 10 times a day leaving no voice mail and they disconnect the call every time I pick up the phone.

Desired Settlement: I want to never be contacted by this bank again.

Business Response:

Dear Mr. ******

We have received your complaint regarding calls received from Comenity Bank. Please be
assured, we are here to help with your concerns. Your complaint, addressed to the Better
Business Bureau, was forwarded to my attention and we appreciate the opportunity to assist
you.

We understand from your complaint, you are not an accountholder with Comenity Bank;
however, you have received numerous calls from our Bank.

You are requesting Comenity Bank cease all calls to the telephone number ending in 2168.
Please accept our apology for any frustration that you have experienced regarding this situation.
The telephone calls placed to the number ending in 2168 were an attempt to contact our
customer regarding a personal business matter; this phone number was shown as a possible
number to reach our customer. Thank you for notifying the Bank that this is not a number where
our customer can be reached. Please be assured, we will no longer contact you at this number
regarding this matter.

l hope you find this information to be helpful. Should you have additional questions or concerns
this matter, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####.

I would be happy to assist you.

******** ********* **********

9/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

RE: Pier One Account ending in * *** Dear Sir, I am a 68 year old grandmother and I've been married for 47 years. I have never felt compelled to write a complaint letter in my life. However, I have never been so upset and mistreated over a retail transaction as I have been with your Pier One card sham.

In March of 2015, I went to the local Pier One store to purchase a set of dishes (approximately $300). At check out, I presented my Visa card and the clerk asked if I wanted a Pier One card. I said, "no". She then asked if I wanted a loyalty card that would give me a 10-20% discount on the purchase. I agreed, got the "loyalty card," and signed nothing but what I thought was my Visa receipt. Never in my wildest dreams did I consider she gave me a credit card - much less put the purchase on the card. To me this is a classic "bait and switch" operation at the highest level. I never received any cards, terms and conditions or statements in the mail, which I am confident is illegal.

Moving forward, about four months later, I start getting excessive calls from a caller ID that showed up as "unknown" which I don't answer. After dozens of calls, I answered thinking I would tell a telemarketer to take my number of the call list. Surprisingly, it was your bank demanding I pay my past due bill or I would immediately be turned over to the credit bureau as a bad customer. I was also told that I owed what I thought was excessive late charges. I explained my surprise as best I could and asked that the transaction be put in dispute until I could check for the transaction on my Visa card. She agreed.

About three days later, I received my first statement and paid once I discovered the transaction was not on my Visa statement. I assumed the matter was closed. On August 1, 2015, I received the attached cancellation letter. I think it is offensive and almost comical to a point. You closed my account at my request; you charged me late charges upon late charges; you threaten to again report me to the credit bureaus and then "invite" me to "open" a Pier One account. As the letter has no number to call for assistance, I looked at your website and it is obviously designed to make it near impossible to even find a number and pushes on-line or written communication.

I am no expert but the facts are: 1. You have excessively charged me late charges 2. You never sent any cards 3. Never sent any terms and conditions 4. You didn't live up to the agreement that if I paid the balance, it would end the matter 5. You charged me late charges again after I paid the balance.

I have been a Pier One customer for years and am copying their management about the deceit at the point of sale and the way Comenity Bank represents their company. We have lots of problems in the country today, and this is a great example of someone trying to take advantage of an unwitting consumer and gouge every penny possible rather than provide a high level of service to ensure a customer returns. I've attached the latest letter that I noted earlier. By the way, you'll be happy I'm sure that I sent you the $33.11 late charge yesterday although I question whether it will be correctly applied as I still don't even have a full account number as reference. I've been using credit the right way for 50+ years and have never had a problem. I respect the process and pay my bills promptly. It's a slippery slope and companies like yours give the card industry a bad reputation. I feel like you and Pier One have tried to take advantage of me and the truth is, most people wouldn't take the time to file a complaint. I have sent you the balance again, but believe my late fees should be refunded. You agreed to put the transaction in dispute and after a short check with my bank, I paid the balance. Please make sure you nor Pier One ever send me any more mail or call my home. If I were the CEO of Pier One, I would totally review my store's process and would fire Comenity Bank as soon as possible. Regards, **** ***** ********* **** ******* **** **** ********* ******* * ****

P.S. I was just about to mail this letter and received in today's mail another Pier One statement. I'm now being charged interest on my late charges. I've attached the bill for review.

Desired Settlement: I have sent you the balance again, but believe my late fees should be refunded.

Business Response:

Dear Ms. **********

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Pier 1 Imports® credit card accounts, and we respond to account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your
concerns.

We understand that it was not your intention to apply for a Pier 1 Imports® credit card account and that you were under the impression that you were receiving a Pier
1 Imports® rewards card. Additionally, you thought the purchase you made was charged to your Visa card.  I certainly apologize for any frustration or inconvenience you may have experienced regarding this issue.

Our records indicate that an application was processed in store on March 23, 2015.  An account was created and a purchase of $319.52 was applied to the account. 

Our records indicate a welcome kit, which included your credit card and Credit Card Agreement, and billing statements were sent to the address listed above.  We have no record of the welcome kit or billing statements being returned as undeliverable.

Your payment of $406.26 was received on July 24, 2015.  An additional payment of $33.11 was received on August 18, 2015.  Please be advised that we have removed all of the previously assessed finance charges and late fees.  We have requested a refund check in the amount of $119.85.  The refund check should be received within fourteen days under separate mailing.

Since you state this application was processed without your permission, we have sent notification to the national credit-reporting agencies to remove the inquiry and account, in its entirety, from your credit report.  Please allow 45 days for the credit bureaus to update their records.

We hope this information is helpful.  Should you have any other questions or concerns, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY

###-###-####).  I will be happy to assist you.

Sincerely,

Ashley H*****
******** ********* **********

9/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Comenity Bank has reported a collection account on my credit report. This account belongs to my ex-spouse, and it is not an account I am credit responsible for. This collection account has drive down my credit score, and I am at risk of losing my job over a low credit score. The credit account is for Value City Furniture. The account owner is ********* ***** (maiden name ******). Her social is ***** . Repeated calls to Comenity's call center are fruitless. They have acknoweldged that I am not an owner of the account, but claim their system "cannot" let them take me off.

Desired Settlement: Remove account from my credit report immediately.

Business Response: Dear *** ****** 

We received your complaint, addressed to the Better Business Bureau, regarding the account referenced above.  Comenity Bank previously issued Value City Furniture credit card accounts, and we respond to account-related questions.  Your correspondence was forwarded to my attention, and I appreciate the opportunity
to respond to your concerns. 

We understand from the correspondence that the Value City Furniture account that you were previously listed as an authorized buyer has been reporting negatively on your credit report and you would like the information removed.  We apologize for the inconvenience and frustration you may have experienced due to this situation.

A review of the reporting did indicate some discrepancies.  Instructions were sent to the national credit-reporting agencies to delete above mentioned account in its entirety from your credit report.  Please allow the credit reporting agencies 45 days to update their records.

We hope this information is helpful.  Should you have any other questions or concerns regarding this account, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY
###-###-####).  I will be happy to assist you.

Sincerely, 

Ashley H*****
*******

9/15/2015 Billing/Collection Issues
9/15/2015 Problems with Product/Service
9/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i am disabled, recently diagnosed with pulmonary nodules in my lungs, on oxygen 24/7. My salary has been greatly reduced until the Office of Personnel Management re compute my disability pension. I contacted conmenity bank about my situation and requested to make partial payments on my accounts until I start receiving my benefits. Before I could make one payment they started calling my house at 7am up to 9 pm daily. Because my lung airway is restricted it is very hard to talk without me becoming short of breath. I can't tell them anything different. Both my husband and I have home health nurses because he is disable as well. I told them once my benefits are started that I will bring each of my accounts current. Every time they called they use a different phone number. Can you please stop them from calling me like this. I contacted them first when I knew I was not going to be able to make my regular payments.

Desired Settlement: stop calling me 24/7. I am sick, I have lot of medicine to take and I a. Trying to get better, trying to get benefits, make my doctors appts, have lung rehab and they constantly calling is not helping. I just stop answering the phone. Nothing has changed and want until my benefits are started. I was a very good customer, paid my bills on time and now that I am sick it's like I am some deadbeat who doesn't want to pay her bills.

Business Response:

Dear Ms *********,

We received your complaint, addressed to the Better Business Bureau, regarding the accounts referenced
above. Comenity Bank issues the above-referenced credit wrd accounts. and we are here to assist you with
all account-related questions. I appreciate the opportunity to respond to your concerns.

We understand from your complaint that both you and your husband are ill and would no longer like to receive
calls from Comenity Bank.

We are sorry to hear about you and your husband's recent health issues, and we appreciate the opportunity to
assist you. We have reviewed the accounts and we are happy to share our findings.

When the Bands records show an account as delinquent the Bank will make attempts to contact you regarding
the status of the account. Many times a pavment is overlooked by the customer. and a reminder call is helpful to brlng the account back to a current status.  

Due to potential negative ramifications for our customers if an account remains delinquent,  Comenily Bank may call you until our attempt to communication is successful.

Per your request, we have updated the telephone numbers on your accounts, to ensure that you no longer
receive telephone calls from Comenity Bank. However, the Bank may contact you by mail, or service of court
filing, which would be in compliance with state and federal law.

Also, customers who are experiencing financial difficulties are urged to contact a non-profit Consumer Credit
Counseiing Service (CCCS) organization for assistance. Their programs can provide options such as reducing
the interest rate and the minimum payment requirement, and could include all of your creditors. Comenity
Bank supports and participates in the programs provided by CCCS agencies Should you wish to obtain
information regarding their programs and for a member agency located near you, please contact the National
Foundation for Credit Counseling at ###-###-####.

We hope you find this information helpful If you have any questions, or need additional assistance, please do
not hesitate to contact me directly at ###-###-####, ext ******* (TDD/tTTY ###-###-####). I will be happy to assist you.

Sincerely,

Amanda R**
******** ********* **********

Consumer Response: It did not addressed how I was harassed from sun up to sun down.  It did not address that I was the one who contact them first in writing and by telephone before my accounts were in arrears and told them of my predicament.  I tried to work out a lower payment arrangement @ $25.00 monthly until my benefits were started and it was rejected.  This letter sound as it they are willing to help now but when I tried on my own they were not as helpful. Once again, I can only pay $25 monthly until my benefits start and I want to cancel the following accounts, Avenue, woman within, full beauty, and brylane home. I will still pay them out.

Regards,**** *********

Business Response:

We received your additional complaint, addressed to the Better Business Bureau, regarding the
accounts referenced above. Comenity Bank issues the above-referenced credit card accounts,
and we are here to assist you with all account-related questions. I appreciate the opportunity to
respond to your concerns.

We understand from your complaint that you feel that you were being harassed with telephone
calls, and you are only able to pay $2500 per month.

Our records indicate that we have previously responded to this issue. Enclosed, please find a
copy of our response sent to you September 8, 2015.

When the Bank's records show an account as delinquent, the Bank will make attempts to
contact you regarding the status of the account. Due to potential negative ramifications for our
customers if an account remains delinquent, Comenity Bank may call you until our attempt to
communicate is successful. The Bank will make separate attempts for each account that is
delinquent.

Our records indicate on July 6, 2015, we received your dispute, advising us you would only be
able to pay $25.00 a month. We sent a response on July 14, 2015, stating we offer several
payment programs, and to contact our collections department for more details. A copy of this
response is included for your records.

The Bank understands that customers may experience difficulty making their payments due to
economic factors. You may be eligible for enrollment in our Customer Hardship Program. This
program provides customers with six to twelve months of special terms in order to bring and
keep the account current If you are interested in obtaining information on whether you qualify
for this program, please call our Payment Solutions team at ###-###-####.

 

Also, customers who are experiencing financial difficulties are urged to contact a non-profit
Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can
provide options such as reducin9 the interest rate and the minimum payment requirement, and
could include all of your creditors. Comenity Bank supports and participates in the programs
provided by CCCS agencies. Should you wish to obtain information regarding their programs and for a member agency located near you, please contact the National Foundation for Credit Counseling at ###-###-####.

As of the date of this leiter, the BrylaneHome®, Woman Within®, Full Beauty, and Avenue
accounts have been closed per your request. The Jessica London® and Roaman's® accounts
will remain open.

We hope you find this information helpful. If you have any questions. or need additional
assistance, please do not hesitate to contact me directly at ###-###-####, ext. *******
(TDDfTTY ###-###-####). I will be happy to assist you.

 

 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me, since you closed the accounts I requested. I want to make it very clear that it is my intent to fulfill my obligation to pay those accounts out in full. 

Regards, **** *********

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a purchase online with my J Jill credit card in June 2015. I have never received an invoice or billing statement for this purchase or for any correspndence. I received several phone calls yesterday from someone at comenity bank (on caller ID, no one left a voicemail) I called comenity and was told that I owed several months of interest and penalty fees for not paying my bill. I was also told that the address they had on file for me was correct (I believe it is not, as I have never received an invoice or any other correspondence). I have been charged $59.42 for interest and penalties on an original purchase of $71.79. I spoke with two representatives from comenity who said they would remove the latest charges totaling $30. Today I have not seen that credit to my account. I would also like the past penalty charges withdrawn as I believe the error is with comenity in that they failed to invoice me properly.

Desired Settlement: I want comenity to remove all of the penalty and late fees from my account. I want to have removed any late payment information that may have been reported to any credit agencies. When this is completed I would like to cancel my account.

Business Response:

Dear Ms. ********

 We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues J.Jill credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

We understand from your complaint that you made a purchase online with your J.Jill credit card in June 2015 and you have never received an invoice or billing statement for this purchase.  You also state that you received several phone calls from the Bank, which prompted you to reach out to the Bank to verify your mailing address and was advised that the address on the account was correct.  You state that you were advised that one late fee of $30.00 would be removed and, as of this date, you have not seen the credit applied to your account.  You are requesting that all fees are credited back to your account due to non-receipt of statements.  I am happy to share my findings with you. 

After a thorough review of the account, our records indicate that you were enrolled in electronic statements via the Bank’s Account Center.  The statements were being sent to your email ******************** which was supplied to the bank at the time of registration.  

Additionally, a credit of $33.21 was applied to your account on August 26, 2015.  Although we found no billing errors on the Bank’s part, in the interest of customer service, an additional credit of $26.21 was applied to the account for the additional fees assessed to the account.  After this additional credit the account balance will be zero. 

We value you as a customer and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding your account, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 Sincerely,

Renee S****

******** ********* **********

9/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i returned 2 items to Victoria secret in april/may of 2015 for a total amount of $75.29, I have yet to get the refund from Victoria secret I ask several times for the money to be credited to my account, Ive been told the refumd was made in march (before I even mde the purchase), Ive been told they sent out gift cards, that they credited the account. Ive called every 2 weeks since the 1st of may and still no refund.

Desired Settlement: I would like a refund and also a extra credit or gift card for the months of hassle and calling, ive spent hours on the phone trying to get this resolved and been promised time after time the refund would show in 3 days.

Business Response:

Dear ******* *****

We received your complaint, submitted to the Better Business Bureau, regarding the above-noted account. As the bank that issues your Victoria’s Secret/PINK credit card, we are here to help answer all account-related questions. Your complaint was forwarded to my attention for review, and I appreciate the opportunity to assist you.

Your complaint states that you returned two items to Victoria’s Secret in April/May 2015, in the amount of $75.29, and you have not received credit to your account. You also state that you contacted Victoria’s Secret regarding the credit and you were advised that the refund was issued in March, which was prior to the purchase. You have also stated that you were sent gift cards and have called every two weeks since May 1, and still no refund. You are requesting a credit of the merchandise to your account and you would like an extra gift card for the months of hassle to resolve this situation.

Please be assured that after researching the Bank’s records and speaking with Victoria’s Secret, here is what we confirmed. The original purchase was made on March 28, 2015; however, both swimwear items were on backorder. The bathing suit top was processed on March 29, 2018, and shipped to you on March 30, 2015. At this time, your Victoria’s Secret/PINK credit account was charged $61.60. On March 30, 2015, the bathing suit bottom was processed, and shipped to you on March 31, 2015. At this time, your Victoria’s Secret/PINK credit account was charged $13.69. Both charges reflected on the April 2015 billing statement that was issued to you by Comenity Bank.

On July 17, 2015, you contacted Victoria’s Secret stating that you had returned both items and did not receive credit. Although Victoria’s Secret showed no items being returned, you were issued a manual refund. Because the items were considered returned beyond 90 days of the purchase, you were advised that you would be issued merchandise credits in the amounts of $61.60 and $13.69.

On August 19 and August 26, 2015, you contacted Victoria’s Secret stating that you did not receive the merchandise certificates. Therefore, new certificates were requested to be sent to you. The $61.60 was issued on August 27, 2015; however, the $13.69 was still pending in their system.

In order to resolve this situation, Victoria’s Secret has voided both certificates and issued credits to your Victoria’s Secret/PINK account for $61.60 and $13.69. These credits will post to your credit card account within 3-5 business days.

Please note that Victoria’s Secret was not able to redact the mailed certificate for $61.60 issued on August 27, 2015; however, the gift card has been voided. Therefore, please discard when received, as it no longer has any value.

Comenity Bank and Victoria’s Secret respectfully decline your request for additional compensation. If you have further questions about the orders, returns, or credits, we encourage you to contact Victoria’s Secret directly at ###-###-####.

You are a valued customer and we apologize for any confusion or inconvenience you have experienced as a result of this situation. If you have further questions about the account, please do not hesitate to contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Shawnda Y****
******** ********* **********

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is not my account . We asked them to delete from my credit and they refused. I need this deleted from my credit report immediately. As well as an official letter that this was done.

Desired Settlement: I need this deleted from my credit report immediately. As well as an official letter that this was done.

Business Response:

Dear Mr. *******

We received your complaint, addressed to the Better Business Bureau, regarding the abovenoted
account. Cornenity Bank issues The Sportsman's Guide Buyer's Club Visa accounts
and we respond to all account-related questions. Your complaint was fonvarded to my
attention, and I appreciate this opportunity to assist you.

Your compliant states that you have asked us to delete an account from your credit bureau and
that we refuse to do so. You further indicate that you need this account to be deleted
immediately, due to this not being your account.

Bank records indicate the only account we have registered in your name is The Sportsman's
Guide Buyer's Clubm Advantage Rewards Visa@. Further research shows the account was
opened on August 29, 2014, in the name of ****** ******* The credit limit is $2,500.00. The
last purchase charged on the account was for $14.81 on August 9, 2015. The last payment, in
the amount of $100.00, was received on August 3, 2015.

Additionally, our records do not indicate a previous request for the Bank to delete this account
from your credit report. The account is open, and has been paid as agreed.

If you feel this account was opened fraudulently please contact our Account Protection team at
###-###-####, they will be happy to assist you.

We hope this information is helpful. Should you have any additional questions or concerns,
please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).
I would be happy to assist you.

Sincerely,
Rosa M******
******** ********* **********

9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Comenity Bank issued 2 credit card accounts to some individual without obtaining proper identification. As soon as I became aware of this I notified them and was told the accounts would be closed after I filled out an affidavit certifying I had not applied for the accounts. Took almost a month to receive the forms from them and I filled them out, had then notarized, and got return reciept to prove they were received. Comenity continues to send me statements and has so far refused to provide me with copies of any documents they relied on when issuing these accounts. They have placed fraudulent entries on my credit reports causing me harm in lower credit rating and reputation. Their customer service reps have been dishonest and rude when I have tried calling. The last time I called I was told there was nothing I could do and had no rights to ask them to do anything.

Desired Settlement: The accounts should be closed permanently and all information regarding them removed from my credit report with all credit bureaus.

Business Response:

Dear ***** ******

We received your complaint, submitted to the Better Business Bureau, regarding the above-referenced accounts. Comenity Bank issues Express and Pottery Barn credit card accounts, and we are here to answer all account-related questions.  I appreciate the opportunity to address your concerns.

We understand from your complaint that two accounts were issued without your authorization and once you became aware of them you contacted the Bank to advise us of this matter.  Additionally, you state no documents have been provided to you regarding the initial opening of the accounts and that you have received less than satisfactory service.

The Bank has reviewed the issues in your complaint, as well as the applicable phone conversations.  We apologize if you felt that you did not receive the best customer service.  It is never the Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer service and is disappointed when a customer feels that this standard was not met.

Bank records indicate that a Statement of Fraud and Forgery has already been received from you regarding the aforementioned accounts.  A fraud investigator has been assigned, and the investigation is underway.  Should additional information be required of you, the assigned investigator would be in contact with you.

To receive a copy of the application, the Bank would need the following:

Valid Identification of the victim (Customer Name)

A copy of the filed police report, including a report number and contact information that may be used to confirm the filing of the report, if necessary.

A signed affidavit attesting to the validity of the identity theft claim. 

Please send the above documents to our Account Protection team at: Comenity BankAccount ProtectionPO Box 182686 Columbus, OH 43218-2686 

If you are not able to send the above documents, a subpoena would be necessary to send the information you are requesting. 

A subpoena must include either the consumer’s full name and complete social security number, or full name and complete account number.  The subpoena needs to be issued by a court with the subpoena power over Comenity Bank in compliance with the applicable rules of Civil Procedures or statutes. 

Please send your request to:   Comenity Bank Attn: ***** ** ******* **** ****** ****** ***** ********* ** ***** The
fraud investigator will respond in writing once the investigation has been completed. 

In the meantime, should you have any other questions or concerns regarding this issue, please contact the Account Protection team directly at ###-###-#### (TDD/TTY ###-###-####), and refer to case number ************ 

They would be happy to assist you.

Sincerely,

Kaija M*******

******** ********* **********  

Consumer Response: This is basically a form letter response.  What I want from them is to verify the accounts have been closed as requested and the accounts removed from all credit reporting agencies.  I do not want the accounts temporarily frozen on put on hold as this leaves open the possibility they will unfreeze them and allow the perpetrator here to charge even more.  I WANT THE ACCOUNTS PERMANENTLY CLOSED AND ALL REFERENCES TO THEM REMOVED FROM MY CREDIT REPORTS.  Anything less is not acceptable.

I have supplied them will all the information they request here previously and telling me I have to subpoena information from them in order for them to cooporate is viewed by me as combative and definitely not a sincere attempt to resolve this problem.  They required no proof of who was applying for these credit accounts before opening them.  I have provided proof of who I am and that I did not open these accounts and received nothing from Comenity Bank.  I have returned the affidavit they asked me to fill out and I have written to their clerk of records.  Comenity Bank took almost a month to send me the initial affidavit forms to fill out and only opened an investigation a month after they received the affidavit.  They are dragging this out as much as possible and there is no reason the process should take this much time.  The only reason I can imagine why they want to fight me so hard on closing and eliminating these fraudulent accounts is they are hoping I will pay for them just to get beyond this.  Not going to happen.  I am innocent here and I want them to take responsibility for their failure to do proper due dilligence prior to opening these accounts.

I knew nothing about ID theft and credit card theft prior to this problem.  But I am learning.  They have a legal obligation to provide me with all information they relied on to issue these accounts.  I should not have to go to court and get subpoenas to obtain the information.  I cannot even file local police reports for the locations relevant until they provide me these documents.  I am ready to cooperate with them in any way I can to assist with identifying who they should be trying to collect these debts from.  But to be 100% clear it was not me that opened these accounts.  And until they provide me with the original documents there is nothing I can do since they are the only ones with any information.  Only information I have at present is Comenity Bank is trying to blackmail and cheat me out of my money.
Regards, ***** *****

Business Response:

Dear ***** ******

We have received your additional complaint submitted to the Better Business Bureau, regarding the above-referenced accounts. 

Comenity Bank issues the Express and Pottery Barn credit card accounts, and we are here to help answer your questions.  I appreciate the opportunity to assist you with your concerns.

We understand that you are requesting the aforementioned accounts be closed and removed from your credit report.   We apologize for any inconvenience this matter has caused you.

Please be assured that the accounts are closed, and now that a fraud investigation has been opened, you will no longer receive billing statements.

Once the  investigation is completed, which can take 60-90 days, you will receive written communication from the Bank confirming the actions taken by the Bank to resolve this matter.

Additionally, please find enclosed a copy of our previous response sent to you on September 4, 2015, which provides more detailed information.

I hope you found this information to be helpful. If you have any questions or concerns, please feel free to contact our Account Protection team at ###-###-#### (TDD/TTY ###-###-####), and refer to case number ************  They will be happy to assist you.

Sincerely,
Kaija M*******

******** ********* **********

9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February, 2015, I purchased $82.27 worth of merchanise from Talbots, ***** **** ***** *** ******** *****. I received a bill for this merchandise in March, 2015. I paid this bill through my banks bill payment on March 18, 2015. I have received a bill from Comenity bank every month for this merchandise, plus service charges and delinquint fees. It is now up to $184.58. I have sent this bank through two (2) registered mail packages from the bank stating that this amount was paid in March. I get no response from them other than to ask me to send all of this to them again. This begins to get costly. Every registered letter cost me $7.00. Then can never find the package, so I don't believe they ever look for it. I am not sure what to do now. I have good credit, and I don't want this to ruin it. Please help me resolve this issue. Thank You. ****** ** **********

Desired Settlement: I want this to be resolved with the finding of my information I have sent and to credit my account properly.

Business Response:

Dear ****** ***********

We have received your correspondence sent to the
Better Business Bureau (BBB).  Comenity Bank issues Talbots credit card accounts, and
we are here to help answer your questions.  I appreciate the opportunity to assist you with
your concerns.

We are also in receipt of your correspondence
submitted to the Federal Deposit Insurance Corporation (FDIC).  Please find enclosed a copy of our response
sent to you on August 20, 2015.

I hope you have found this information to be
helpful.  If you have any questions or
concerns, please feel free to contact me at ###-###-####, ext. *******
(TDD/TTY ###-###-####).  I will be
happy to assist you.

Sincerely,

Tionna M******

******************

Consumer Response:  I am waiting for my bank to respond to the Comenity bank.  Until then, I must wait.  

I am hoping that this matter will be concluded in two weeks.  

Regards, ****** **********

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

I've got a problem I wonder if you can help me with. I was dealing with the Haband store. I didn't know that they're backed by Comenity (Capital Bank), until much later on.

Once I found this out I stopped my orders. However, at that time my monthly payment was $37 @ to $59 @ month. Once I paid that amount, I notified the Comenity - Haband (new name) that I couldn't afford to pay more than $50.00 a month.

The very next month they charged me $71.00. After that all payments were suddenly late & minimu payments, both met with penalties.

Therefore, the principle amount was not being paid. Next payments went to $100 & $110 @ month in a row.

Next my $50.00 pymt was held with the next mo. payment but, still late & minimum payments were assessed (penalties)

That's where (word not legible) stand now. This is the only bill I've got trouble with. I still want to pay this bill. They just won't be reasonable.

To me their practices are outrageous to poor people. I just want a fair payment like before. At this rate I'll never pay them off. You're my last resort. Please help me or advise.

I feel that maybe you can do something.

Thanks,

I'm waiting to hear from you before Sept (not legible) payment is due. 

***** *****

Phone # ###-###-####

P.S. I've tried their cust. serv. also, about 4 times to see if they could help. No response, except to accept my payment. I've also tried to pay them off, can't get enough credit to do so.

Desired Settlement:  I just want a fair payment like before. At this rate I'll never pay them off.

Business Response:

Dear Ms. ******:

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Capital Bank issues Haband credit card accounts, and we are
here to assist you with all account-related questions or concerns. I appreciate the opportunity to
respond to your concerns.

We understand from your complaint that you are concerned about your minimum due, and
would like a lower payment amount.

Please be advised that the Haband account was opened on December 1, 2013. The last
purchase of $43.90 was made on November 29. 2014, and the last payment of $50.00 was
received on August 3. 2015.

Our records indicate on August 4, 2015, we received your dispute, advising us you would only
be able to pay $50.00 a month. We sent a response on August 6, 2015, stating we have
several payment programs, and to contact our collections department for more details. A copy
of this response is included for your records.

It is important to understand how the minimum payments are calculated. Under the minimum
payment section of your Credit Card Agreement, it states, "The Minimum Payment will be the
total of the minimum payments for the Regular Revolving and Promotional Credit Plans plus any
past due amounts and fees. The minimum payments for the Regular Revolving Credit Plan and
Promotional Credit Plans will be the greater of: (a) $5.00 or (b) 5% of the New Balance shown
on your Statement for that Credit Plan".

Please keep in mind when payments are not received, are received afler the due date, or are
made for less than the minimum required, the account will be assessed a late fee and finance
charge, as explained in the Credit Card Agreement.

The Bank understands that customers may experience difficulty making their payments due to
economic factors. You may be eligible for enrollment in our Customer Hardship Program. This
program provides customers with six to twelve months of special terms in order to bring and
keep the account current. If you are interested in obtaining information on whether you qualify
for this program, please call ###-###-####.

Also, customers who are experiencing financial difficulties are urged to contact a non-profit
Consumer Credit Counseling Service (CCCS), organization for assistance. Their programs can
provide options such as reducing the interest rate and the minimum payment requirement, and
could include all of your creditors. Comenity Capital Bank supports and participates in the
programs provided by CCCS agencies. Should you wish to obtain information regarding their
programs and for a member agency located near you, please contact the National Foundation
for Credit Counseling at ###-###-####.

The Bank has reviewed the issues in your complaint, as well as the applicable phone
conversations. We apologize if you felt that you did not receive the best customer service. It is
never the Bank's intention to treat our customers in a less-than-satisfactory manner. Cornenity
Capital Bank is committed to providing the best customer service and is disappointed when a
customer feels that this standard was not met.

We sincerely apologize for the frustration and inconvenience this matter may have caused you.
Should you have any further questions or concerns, please do not hesitate to contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Amanda R**
******** ********* **********

Consumer Response:

I'm sorry I didn't get back to you sooner, but it took a while to connect with Bank. I finally talked to one of their representatives. I did qualify for their hardship program.  Starting this month I'll pay $25.00 a month + 10% interest on any balance owed. Also, I found out that I must send payment in by the 15th or no later than 20th of each month. This way I won't be late & can now meet minimum payment too.

Thanks to you, I'm happy to say this is over. Thanks again.

***** ******

 

9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

On 8/12/2015, I was notified of the negative impact of the closing of my two, positive payment history accounts that resulted in not only frustration on my part but resulted in about a 20-point decrease in my credit score because of it.I called Commenity and spoke with a nasty representative and asked her why this was done. She said you had a returned check on 7/18/2015. I told her yes and that I had called about it immediately---to both Dressbarn AND Victorias Secret---and the nice ladies on 7/18/15 removed the returned check charges and assured me that nothing would affect my credit. They understood what had happened: my current bank account is with ***** *****, and my previous bank account was with ***** *****, and the previous account HAD to be closed because some thief attached my bank account number to a bogus PayPal account and DRAINED not only my checking account but my savings and some from my credit card as well. The old account was still showing when I went online to pay---and I DID pay on time but I accidentally chose the closed account.

The 7/18/15 ladies understood and reversed charges and we took care of it immediately and I set up automatic payment FROM my bank that began and were paid on time in August.

My payment history is all positive---I have never been late with these people.

On 8/12/15 when I called Commenity and got the nasty person, she said Oh, no problem, I can fix that because she saw the notes from my call and correction but then she put me on hold and then came back and told me that Commenity will not restore my credit unless I answer the phone whenever they call within the next 7-10 days. This is ridiculous. I pay on time. I have always paid on time. I called immediately about the 7/18/15 accident and was assured that charges would be reversed and that there would be no adverse action on my credit.

On 8/25/15, I got a letter dated 8/14/15 from Commenity saying that they could not at this time approve my request for a credit line increase. I NEVER asked for a credit line increase. I only called back and spoke to the nasty person on 8/12/15 about why my credit cards had been cancelled and why they had deliberately negatively impacted my credit reports when I had always paid on time and had called immediately and corrected the closed-account-error.Consumers who can have their credit scores lowered by 20 points because of some unethical company such as the NASTY person from the 8/12/15 call should be able to be protected by the BBB and FTC.

I am also going to file a complaint with the FTC on these nasty people.I want my credit report corrected and this closed account garbage removed.I like Dressbarn and I have been a loyal customer of Victorias Secret for years and years. I pay on time. The closed account was an accident caused because of identity theft during March 2015 April 2015---and this identity theft has caused me so much grief just trying to get things corrected again. What Commenity did to me is not fair, honorable, or RIGHT. I do not deserve this unethical treatment.Please have them correct my credit reports immediately and to restore my credit cards to their previous status and please stop them from dictating when I will answer phone calls---I teach and go to school and I cannot have phones on in the classroom---these people are nasty and Unreasonable. Why isnt good payment history and honorable conduct on my part ignored because I dont answer my phone.I would very much appreciate help from the BBB to correct this egregious act.

Desired Settlement: Correction to my credit report; restoration of my Dressbarn and Victoria's Secret credit card accounts to the excellent status they were before; and something done about the nasty, rude person who did this to me "because I didn't answer the phone"

Business Response:

Dear Ms. *******

Thank you for your complaint regarding the accounts noted above. Comenity Bank issues
dressbarn and Victoria's SecretPlNK credit cards, and we are here to help with your accountrelated
questions and concerns. Your complaint, addressed to the Better Business Bureau, was
forwarded to my attention and I appreciate the opportunity to assist you.

I understand from your complaint, on July 17, 2015, your online payments for both your
dressbarn and Victoria's SecretPlNK credit card accounts were returned because you remitted
payment from a closed checking account in error. You immediately contacted Comenity Bank
to address and resolve this matter. You state that you spoke with our representative who
reassured you the fees resulting from the returned payments would be reversed.

On August 12, 2015, you called and encountered a customer service representative who you
felt was rude. In addition, the customer service representative advised that Comenity Bank is
unable to restore your credit limit unless you answer the phone whenever we call within the next
seven to ten days.

Furthermore, on August 12, 2015, you received notification that two accounts had been closed,
which negatively impacted and decreased your credit score by 20 points. Lastly, on August 25,
2015, you received correspondence from Comenity Bank advising of a request for a credit limit
increase of which you did not request.

You are requesting correction to your credit bureau report, and restoration of your dressbarn
and Victoria's SecretPlNK credit cards.

We apologize for the inconvenience and frustration that this matter may have caused you.
Please be advised, the Bank has reviewed the issues in your complaint, as well as the
applicable phone conversation. We apologize if you felt that you did not receive the best
customer service. It is never the Bank's intention to treat our customers in a tess-thansatisfactory
manner. Comenity Bank is committed to providing the best customer service and is
disappointed when a customer feels that this standard was not met.

While reviewing the telephone call, we found that our representative explained that the accounts
were not closed; however, due to the returned payments, the credit limit on the accounts had
been reduced to zero. In the interest of customer service, our representative attempted to
reinstate the credit limits but was unable. This was the reason you received our correspondence
stating we were unable to increase your credit limit. Our representative explained that because
of information on your credit report, we would have to contact you at the number you provided
on your credit report to reinstate the accounts. Please be aware that this was due to the fraud
alert you have placed on your credit report. To protect our customers, and ensure we are
speaking to the correct party, we will contact the customer at the number they have provided on
their fraud alert. Our representative explained that someone would be calling you within the
next 7-10 days and advised you to answer the call so we could resolve this matter for you.
In the interest of customer service, please be assured, your dressbarn credit limit has been
restored to $750.00 and has available credit of $569.00. Your Victoria's SecretlPlNK credit limit
has been restored to $2,550.00 and has available credit of $1,905.00.

The Bank completed a thorough review of your credit bureau report with the credit reporting
agencies. Per our review, we can confirm that Comenity Bank has not reported your dressbarn
nor your Victoria's SecretPlNK credit card accounts as closed. Additionally, both accounts are
again reporting the credit limits as stated above.

I hope you find this information to be helpful. Should you have additional questions or concerns
about this matter, please contact me at ###-###-####, ext. ***** ** (TDDTTTY ###-###-####
I would be happy to assist you.

Sincerely, 

Geanine M*****
******** ********* **********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.  Please thank Geanine M***** for her consideration, understanding, and appreciated restoration of my credit score and for reinstating my Dressbarn and Victoria's Secret credit card use and limits.

Regards, ****** ******

9/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since August 10, 2015 Comenity Bank has been calling my home before 9am. The calls would start at 8:00am until 9:00am. I know that any collectors who is calling to collect a debt, suppose to call someones home after 9am and all calls are suppose to cease after 9pm. This has been an on going matter, and it still continue to this day.

Desired Settlement: If a representative from the BBB, would get in contact with this company, and inform them of my rights, not to call before 9am, not 8:51am but 9am.

Business Response:

 

Dear ******** ******** *******

 

Thank you for contacting Comenity Bank.  We issue multiple retail credit card accounts, and are here to help with your questions.  The Better Business Bureau forwarded your complaint to my attention and I appreciate the opportunity to respond to your concerns.

 

You state that since August 10, 2015, Comenity Bank has been calling your home before 9:00 a.m. and you are requesting to not receive any calls before that time.  We sincerely apologize for any frustration or inconvenience this matter may have caused you.

 

We have reviewed our records and we were unable to locate any calls from the Bank to an account in your name with the telephone number ending in *****

 

If you are still receiving calls from the Bank, please provide the telephone number that you are receiving calls on.  Once we have received this information, we would be happy to research your concerns.    

 

We hope you find this information helpful.  If you have any additional questions or concerns please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####).  I will be happy to assist you.

 

Sincerely, 

 

Laura R******

******** ********* **********

9/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My stage credit card is way past due and i have emailed and even spoken with reps reguarding when i can make a payment. I have been receiving phone calls for over a month now totalling over 10 on any given day. I have made two payments in the past week, not in full but the best i could. The calls stopped for like two days then started back again. I am well aware of my obligation but they keep calling me and from about 10 different numbers. At this point its rediculous and causing me unnecessary stress. I have never been this behind on my payments but also i have asked them to stop calling me because i am aware of the past due amount, how could i forget. The calls are not going to make me make a payment no sooner than i am able to. They know this but i am still being harrassed about it.

Desired Settlement: To not be harrassed with phone calls

9/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for a Victorias Secret Credit card through Comenity Bank at my local victorias secret, and got approved right away. I used the card for my first purchased, and then paid that purchase off when my bill came, and never used the card again. Come to find out that I was being charged a security fee of $14.99 a month that I was unaware of. I got this card I believe 4 or 5 years ago, and it is now on my credit score as a charge off as bad debt. I was never aware of this security fee that they were billing me for and now the bill has added up to over $500.00. I should not have to pay this card off as I was not aware of the security fee. I used this card once, and paid the 80 or so dollars off when the bill was due. I have tried to apply for an auto loan and I am unable to obtain it due to this MISTAKE being on my credit report.

Desired Settlement: I would like Comenity Bank to correct their MISTAKE that they have made, and take this mad debt off of my credit report, so I can live a stress free life without having this on there.

Business Response:

Dear ******* ********

 

We received your letter, submitted to the Better Business Bureau, regarding the above-noted

account. Comenity Bank issues Victoria’s Secret/PINK credit cards, and we are here to help

answer account-related questions. I appreciate the opportunity to assist you.

 

Your complaint indicates that you opened the Victoria’s Secret/PINK account and used the card

for the first purchase, paying off the balance with the first statement and never using the

account again. You later found that the account was being charged $14.99 a month for a

service that you were unaware of and after applying for an auto loan, you found the account is

charged off as an unpaid debt. You state that you want Comenity Bank to correct their mistake

and remove the debt from your credit file. Please find a summary of the account below. I have

enclosed a copy of the Credit Card Agreement (CCA), as well as copies of the billing

statements, which show the account activity that comprised the account balance and

delinquencies, which were reported to the credit bureaus.

 

Our records indicate that your account was enrolled in Identity Protector (IDP) on November 15,

2012, which is an optional service provided to our customers by our partners, CPP North

America. Typically, the service includes a free thirty-day trial period to try out their product. If

the service is not cancelled within the thirty-day free trial period, monthly benefits are

automatically billed to a customer’s credit card account. In this instance, your account was

enrolled when you called to verify receipt of your credit card. The membership was

automatically cancelled on October 22, 2013, due to the vendor’s inability to bill your account

based on the account’s past due status. As a courtesy, please be advised that credit totaling

$95.64 were issued to the account to remove the previous membership fees. Please be

assured that the third party collection agency listed below will be notified of the credit applied.

 

In addition to the IDP enrollment, you charged a total of $124.06 in merchandise to your

Victoria’s Secret/PINK credit card account in January 2013, which reflected on your February

2013 billing statement. On February 7, 2013, the Bank received a payment for $62.69, which

was returned by your Bank on February 13, 2013, and debited back to the account. As no

further payments were received, the account accrued monthly late fees and finance charges, as

explained in the Credit Card Agreement (CCA).

 

On November 1, 2013, the account wrote-off due to non-payment. The Bank then sold the

account to Portfolio Recovery on December 12, 2014. Delinquent accounts typically will report

for seven years from the date the account first became delinquent (not from the date of sale or

date of last activity).

 

Comenity Bank finds this information to be accurate. As we are obligated to report factual

information to the credit-reporting agencies, this information will not be changed or removed

from your credit bureau report.

 

We hope this information is helpful. Should you have further questions about the account,

please contact Portfolio Recovery directly at ###-###-####.

 

Sincerely,

 

Shawnda Y****

******** ********* **********

9/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I previously held a revolving account with Comenity Bank/Maurices. In July of 2013 the account was settled for a lesser amount, paid off, and then closed. This company is still reporting late payments although the account was paid and closed. It is not possible to be late on an account that does not even exist. I have filed four disputes to date. Every dispute finds that the reporting is inaccurate and the issue is fixed, until the following month. The company then reports that I am late as if the dispute and resolution never occurred. When I call the company directly I get continuously transferred and am forced to leave a message. I have never received a return call or any attempt to fix the situation directly from the company. This is harming my credit and effecting my chance to purchase a home.

Desired Settlement: I would appreciate the company updating their information to reflect the final payment made in July of 2013 and to stop reporting late/missed payments after the date the account was paid off and closed.

Business Response:

Dear Ms. ********:

We received your recent complaint regarding the rnaurices credit card account. Cornenity Bank issues
maurices credit cards, and we are here to help with your account-related questions and concerns. Your
complaint, addressed to the 8etter Business Bureau, was forwarded to my attention and I appreciate the
opportunity to assist you.

I understand from your complaint, you previously held a maurices credit card account with Comenity
Bank. In August 2013, the account was settled for a less than the full amount, paid off, and then closed.
To date, Comenity Bank is reporting the above-mentioned account as late. Furthermore, you have filed
several disputes, in-which the dispute resulted in your favor, and the reporting was found to be
inaccurate. In addition, you contacted Comenity Bank to have this matter resolved; however, you were
consistently transferred and required to leave messages. To date, you have not received a return call to
address or resolve this matter. Lastly, you state, this matter is harming your credit, and effecting your
chance at purchasing a home.

You are requesting Comenity Bank update the information to the credit reporting agencies to reflect the
final payment in July 2013, and the account as settled with no additional late delinquencies after this date.
Please be assured, the Bank has reviewed the issues in your complaint, and the applicable phone
conversation from July 9, 2015. We apologize if you felt that you did not receive the best customer
service. It is never the Bank's intention to treat our customers in a less-than-satisfactory manner.

Comenity Bank is committed to providing the best customer service and is disappointed when a customer
feels this standard was not met. 

Comenity Bank reports the same information to each of the national credit-reporting agencies. In the
interest of customer service, Cornenity Bank is not holding you responsible for the remaining balance of
$102.33, due to the account being reported as closed settled. Please be assured, Comenity Bank sent
notification to the credit bureaus requesting the rnaurices credit card account be deleted from your credit
report. Please allow 45 days for this information to be updated in their records.

I hope you find this information to be helpful. Should you have additional questions or concerns about
this issue, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be
happy to assist you.

Sincerely,

Geanine M*****
******** ********* **********

9/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint is regarding a billing issue. On November 20, 2014 I purchased furniture (reference number ********* from Arhaus located at **** * ********* ***** *** ****** ** ****** I purchased a dining room and four chairs. The chairs came in and the chairs were not upholstered correctly. The business agreed and a second set of chairs came in but they were still not correct. I agreed to keep them if I received a discount so my credit card was charged $282.80 for two additional chairs. I am now receiving bills and notifications stating that I owe them money. They are charging me for two chairs that I kept in addition to the four that were delivered. On August 13, 2015 I received a bill dated August 3, 2015 with a due date of August 13, 2015. They will not correct their billing errors and this could effect my credit.

Desired Settlement: I would like this business to correct their billing error. I have paid in full per my agreement with Arhaus. I will not pay them a dime more and they can come pick up all the chairs if they are going to continue to bill me for them and refund me the $1,000 I paid for them.

Business Response:

Dear *** *****

We received your complaint regarding the above-referenced credit card account. Comenity Bank issues Arhaus Furniture credit card accounts, and we are here to help answer your account-related questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you purchased a dining room table and four chairs from Arhaus and when you received your order, the chairs were not upholstered correctly. You further state that Arhaus delivered a second set of chairs; however, they were still upholstered incorrect. Furthermore, you state that you agreed to keep the chairs if a discount was given and you were charged $282.80 for the additional two chairs. You state that you have paid the balance in full; however on August 13, 2015, you received a billing statement showing that there was still a balance owed on your account. You are requesting that the balance on your account be corrected, as you have already paid the balance in full. I understand your concerns and apologize for any inconvenience or frustration this has caused you.

Please be advised that we have attempted to locate an Arhaus Furniture account in your name with the information provided; however, we are unable to locate an account. To locate an account, we would need additional information. Please provide the following:

- Complete Account Number
- Any Previous Names
- Any Previous Addresses
- Home Telephone Number
- Social security number

This information can be mailed to the address listed above or faxed to my attention at ###-###-####.

I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,
Jenny W****
******** ********* **********

9/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 7-29-15 To whom it my concern- Comenity Bank on behalf of Brylane Home Catalog is harassing me over a bill they say I owe. They continue to add arbitrary fees month after month. I paid for the merchandise by Western Union Nov. 24, 2014. I bought the merchandise in June. Paid in November because of a mix up in a machine that reads their mail automatically & missed my $81.96 payment by check.

Desired Settlement: Consumer did not specify her desired settlement but appears to want an adjustment to her billing.

Business Response:

Dear Ms. *********:

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Bank issues your BrylaneHomeB credit card account, and we are
here to assist you with all account-related questions. I appreciate the opportunity to respond to
your concerns.

We understand from your complaint that you believe you are being harassed over a bill that we
say you owe. You are concerned about fees being added to your balance. You sate you paid
for the merchandise through Western Union on November 24,2014.

Please note that BrylaneHome and Cornenity Bank are two separate entities. The Bank issues
and is responsible for addressing questions related to the BrylaneHomeB credit card account.
BrylaneHome is responsible for handling matters related to sales, merchandise processing.
returns and shipping.

When merchandise is ordered from BrylaneHome. the account is charged for the cost of the
merchandise, sales tax (if applicable), and shipping and handling. BrylaneHome does not
refund shipping and handling charges. In addition. if the provided return label is used to return
the package, the return label fee is also charged to the account.

We have reviewed the account and we are happy to share our findings.

Please keep in mind when payments are not received, are received after the due date, or are
made for less than the minimum required, the account will be assessed a late fee and finance
charge, as explained in the Credit Card Agreement.

We apologize if you felt that you did not receive the best customer service. It is never the
Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is
committed to providing the best customer service and is disappointed when a customer feels
that this standard was not met.

When the Bank's records show an account as delinquent, the Bank will make attempts to
contact you regarding the status of the account. Many times a payment is overlooked by the
customer, and a reminder call is helpful to bring the account back to a current status. Due to
potential negative ramifications for our customers if an account remains delinquent, Comenity
Bank may call you until our attempt to communicate is successful.

Please be assured that we have updated our records and you should not receive any further
telephone calls at the telephone numbers ending in **** from Comenity Bank, regarding your
BrylaneHome account.

Although we find the balance to be valid, in the interest of customer service. Comenity Bank is
not holding you responsible for the remaining balance of $290.34. Due to this account being
reported as a write off. Comenity Bank sent a request to the national credit-reporting agencies
to delete the account from your credit report in its entirety. Please allow up to 45 days for this
information to be updated in their records.

We hope you find this information helpful. If you have any questions, or need additional
assistance, please do not hesitate to contact me directly at ###-###-####, ext. *******
(TDD/TTY ###-###-####).  I will be happy to assist you.

Sincerely,

Amanda R**
******** ********* **********

Consumer Response:

Yes the case has been resolved.  Brylane Home wrote off what I thought were unfair charges (after I paid for the merchandise.) They even invited me to open another account (appreciate my business)

 Thank you very much for your help.  I believe they would have continued to harass me with 5 phone calls a day if you hadn't intervened.

 Sincerely,

***** *********

9/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been enrolled in a debt management program since the end of June 2015. All our creditors have received the information in regard to contacting our agency via phone, email, or the postal service. We have given this information to Comenity a minimum of 3 times. Since 8/15/15 we have received 42 phone calls from Comenity. The calls start as early as 8:04 am and end as late as 8:08 pm. Sometimes when we answer there is a brief pause and then the call is ended. I have dates and times where in one day we received 10 phone calls. I feel like this is harassment and bullying. We are adhering to our program and our creditors will be paid as deemed by our agent.

Desired Settlement: I would like the phone calls to cease.

Business Response:

Dear Ms. **********

We received your recent complaint regarding the account noted above. Comenity Bank issues
Lane Bryant Retail redi it cards and we are here to help with your aecount-related questions and
concerns. Your complaint, addressed to the Better Business Bureau, was forwarded to my
attention and I appreciate the oppartunify ta assist you,.

We understand from your complaint that you have been enrolled in a debt management
program since June 2015. You state that all of your creditors have received this information and
that Comenity Bank has been provided the information multiple times. However, you state you
have received numerous telephone calls from the Bank, and have received as many as ten calls
in a day, starting at 8:OO a.m. and ending at 8:QO p.m. Lastly, you feel the calls are harassing
and you are requesting the calls to cease.

Please note, when the Bank's records show an account as delinquent, the Bank will make
attempts to contact you regarding the status of the account. Many times a payment is
overlooked by the customer, and a reminder call is helpful to bring the account back to a current
status. Due to potential negative ramifications for our customers if an account remains
delinquent, Comenity Bank may call you until our attempts to communicate are successful.

Please be assured, Comenity Bank will honor your request to cease telephone communication
to the contact phone number ending in ****; however, please understand you are still
responsible for the remaining balance on the Lane Bryant Retail credit card account. If you are
receiving calls at another number, please advise so we may update our records.

Please be advised, Comenity Bank has not received the request to include your account in a
debt management program. Please have the debt management company send all applicable
correspondence to:

Comenity Bank
PO Box 1821 24
Columbus, OH 43218-2124

Currently, the Lane Bryant Retail credit card account is two billing cycles past due with a
remaining balance of $1,247.09. A minimum payment of $179.00 is due by September 12,
2015, which includes a past due amount of $117.00. If an account exceeds six consecutive
billing cycles past due, the account will be closed, written off, and reported to the national creditreporting
agencies as an unpaid debt.

We apologize for any frustration or inconvenience this matter may have caused. Should you
have any further questions or concerns regarding this letter, please feel free to contact me at
***********,ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Geanine M*****
******** ********* **********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********* and find the resolution is satisfactory to me.  I will forward a copy of  the letter to our debt manager.  Thanks for your assistance.

Regards,
**** ******

9/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Could not get them to mail me a bill. Could not sign in online to pay bill. Peebles in ************ ** would not let me pay in the store. Didn't want to pay their $15 fee to pay by phone. Lost track of time because my 88 years old mother was in and out of the hospital for a month. Finally I paid it on the phone. This is all over about a $40 balance. Because of this issue not being resolved with my first phone call, I now have a black mark on my credit report. My score dropped from 735 to 680 because of Peebles/Comenity. It would be really nice if you could remove the report of deliquent payments from my credit reports. Thank you, ***** * ********

Desired Settlement: It would be really nice if you could remove the report of deliquent payments from my credit reports. Thank you, ***** * ********

Business Response:

Dear Ms. *********

We received your complaint, addressed to the Better Business Bureau, regarding your Peebles
credit card account. Cornenity Bank issues Peebles credit cards, and we respond to all
account-related questions and concerns. Your complaint was fowarded to my attention, and I
appreciate the opportunity to assist you.

We understand from your complaint, you did not receive a monthly billing statement, and you
were unable to secure a payment for your Peebles credit card account via online or in store at a
Peebles retail location. Due to matters with your mother's health, you lost track of time, and
secured a late payment over the phone. As a result, you received a 30-day delinquency on your
credit bureau report, which resulted in your credit score declining from 735 to 680.
You are requesting Cornenity Bank remove the delinquent notification from your credit bureau
report.

We apologize for any frustration or inconvenience you may have experienced regarding this
matter and we are truly sorry to hear about your mother. It is our hope that all is well.

Please be advised, in the interest of the customer service, the payment history for the month of
June 2015 has been updated on your Peebles credit card account. Please allow the credit
reporting agencies 45 days to update their records.

Should you have any further questions or concerns, please contact me at ###-###-####, ext
******* (TDD/TTY ###-###-####). 1 will be happy to assist you.

Sincerely

Geanine M*****

******** ********* **********

Consumer Response:
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me; however it is possible that there may be two deliquency reports on my credit report. I would appreciate it if you could removed both deliquencies if there are in fact  two. 

Regards, ***** ********

9/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: COMENITY BANK PUT UNAUTHORIZED INQUIRES ON MY CREDIT REPORT

Desired Settlement: I WAS TOLD IN WRITING FROM THIS COMPANY THAT THE INQUIRES WOULD BE REMOVED FROM MY CREDIT REPORT IN 30-60 DAYS IT HAS BEEN PASSED THAT TIME LINE AND THEY NEED TO BE REMOVED FROM MY EQUIFAX CREDIT REPORT

Business Response:

Dear ******* ******:

We have received your complaint regarding a Comenity Bank credit card account. Comenity Bank issues multiple credit card accounts, and we are here to help answer your account-related questions. Your correspondence was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

We understand from your complaint that you recently checked your credit report and found that Comenity Bank has several credit inquiries listed. You are stating that the inquiries are unauthorized and are requesting that the Bank remove this information from your credit bureau report. Please be advised that we have attempted to locate an account in your name with the information provided; however, we are unable to locate an account. To locate an account, we would need additional information. Please provide the following:

? Complete Account Number
? Any Previous Names
? Any Previous Addresses
? Home Telephone Number
? Social security number

This information can be mailed to the address listed above or faxed to my attention at ###-###-####.

I hope you find this information to be helpful. Should you have any additional questions or concerns, please do not hesitate to contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerely,

Jenny W****
******** ********* **********

Consumer Response: I HAVE NEVER HAD A CREDIT CARD OR ANYTHING WITH THIS COMPANY BUT A INQUIRE ON MY CREDIT REPORT
Regards, ******* ******

Business Response:

Dear ******* ******: 

We received your complaint regarding a Total Rewards® Visa® credit card application. 
Comenity Bank issues Total Rewards® Visa® accounts, and we are here to help answer your 
application-related questions. Your complaint was forwarded to my attention, and I appreciate 
the opportunity to respond to your concerns. 

We understand from your complaint that there was an inquiry placed on your credit bureau 
report for a Total Rewards® Visa® account and you state that you did not apply for an account. 
Furthermore, you are requesting that this inquiry be removed from your credit bureau report. 
We understand your concern and we apologize for any inconvenience or frustration this matter 
may have caused you. 

Please be advised that the Bank has sent notification to the national credit-reporting agencies 
with instructions to delete the inquiry regarding the Total Rewards® Visa® credit application 
from your credit report. Please allow the credit-reporting agencies 45 days to update their 
records. 

We hope you find this information to be helpful. Should you have any additional questions or 
concerns, please do not hesitate to contact me directly at ###-###-####, ext. ******* 
(TDD/TTY ###-###-####). I would be happy to assist you. 

Sincerely, 

Jenny W**** 
******** ********* ********** 

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards,  ******* ******

9/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I mistakenly paid a 181.81 credit in April on acc't ending *********, ******* ******** THe following week a second statement came in my name (Meijer suggest I get a card in my name-hubby passed in2012.) The second invoice had my name and a different #*********. I called customer service, the lady said "Meijer's won't keep your money" so pay on the 2nd statement and ask that the "late charge" be removed. I paid the 181.81 again, the late charge was removed. This is Aug 12th and NO REFUND YET! I have talked to Kierena, Bernice, Jody, on several occasions. All supervisors who aren't allowed to give out their last names (?). The latest issue was when the 181.81 finally showed up as a CREDIT on my account, it was taken away on the next billing 5/18/15 "provisional credit reversal". I was told again (I also have a letter dated 5/28/15 to this effect) the check to the Dittmer Family was issued on 5/3, it was cashed on 5/7/15 and cleared a bank on 5/31/15. I again told all FOUR SUPERVISORS that I did not received a refund check. One lady told me to all the this 1-877 check cashing place to see who cashed it (??) I told her that would not work. Yesterday I was by supervisor Debbie ID ****, to send prof of Power of Attorney (?) he has been dead for 3 years. Power of Attorney is before someone dies! Then she asked who was the Executor of the Estate? What Estate? I am the widow, no children, so I guess I am? I don't know how to prove that? I could send a copy of death certificate? I hope someone reading this can see I need HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: If someone with a level head could read this, and send me my $181.81 credit from APRIL 2015 with INTEREST. Sincerely, ******** ** *******

Business Response:

Dear Ms. ********

We received your complaint, addressed to the Better Business Bureau, regarding the abovenoted
account. Comenity Bank issues meijem accounts and we respond to all account-related
questions. Your complaint was forwarded to my attention, and I appreciate this opportunity to
assist you.

Your inquiry states that you accidently made a payment in the amount of $181.81 to your late
husband's account. You further indicate that you were informed that a refund check was issued
to you, and you were advised that the check was cashed. You state that you did not receive the
initial check that was mailed to your home. You are asking that we mail the refund check, since
you have not received it.

It was a pleasure speaking to you on August 19, 207 5. As a confirmation of our conversation,
please be assured that a refund check in the amount of $181.81 has been requested and
should arrive within 7 to 10 business days in a separate mailing. Additionally, we were able to
confirm that the initial refund check was never cashed, and we sincerely apologize for any
frustration or inconvenience this matter may have caused you.

We hope this information is helpful. Should you have any other questions or concerns
regarding this letter, please feel free to contact me at ###-###-####, ext. ******* (TDD/TTY
###-###-####). I will be happy to assist you.

Sincerely,

Rosa M******
******** ********* **********

9/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The COMENITY BANK SENT US A BILL FOR $195.37. They called us repeatedly and sent us bill after bill. Regardless of the ffact that we provided them with all the information they needed to establish the facth that the bill was paid and that the item was Returned for Credit on that Bill. This amount was . The Collection Department first contacted us about a bill due by another resident for this mobile home park. Then they started billing us for this other persons purchases. When they realized we would not pay that amount then they started billing us for a Late Payment Fee. They have lied several times when asked what the bill was for . Calling it a Fee for Shipping, Handling, Postage, Late fees, originally they said we hadnt paid this bill. NOW they decided we needed help paying this bill so they are Billing us from their Payment Help Center. IT IS JUST FRAUD, PERPETRATED ON SENIOR CITIZENS, PERIOD, END OF STORY. The Bill is from Jessica London, Order Number: *********** Date Placed: 08/27/14 Subtotal: $24.99Shipping & Handling: $7.99Tax: $2.72Total Charge: $35.70 Shipment 1: ***** ******** shipping address ***** ******** **** *** ** **** *** *********** ** ***** ###-###-#### shipped on: 08/28/14 carrier: FEDEXtracking#: Tracking Expired Subtotal:$24.99 Standard Shipping & Handling:$7.99 Tax: $2.72 Total: $35.70 Item Size Qty Status Return Instructions Details Price Total Jessica London® Cowl Neck Top 12 1 SHIPPED 08/28/14RETURNED 09/10/14 $24.99 $24.99 Actually we are owed $7.99 shipping and handling charges, all things considered, because I paid the shipping on the returned merchandise. The amount of harassment for a bill that was paid in its entirety on purchase of the merchandise SHOULD BE ACCEPTED WITIOUT QUESTION. THIS BILL IS READILY AVAILABLE ONLINE AT JESSICA LONDON.COM. Anyone with access to that account can readily see what transpired. Comenity Bank has TOTALLY FABRICATED THEIR VERSION OF THIS SIMPLE TRANSACTION. IT IS TOTAL FICTION AD NAUSEUM!!! Please make these people cease and desist in their Felonius activities that Con all manner of people out of THOUSANDS AND THOUSANDS of dollars. The Better Business Bureau Lists Comenity Bank as having onethousand six hundred and fifty one Complaints. Most of which are this same type of Fraud. Where there are 1651 Complaints to be seen there are 10 times more under the rug. It is the Same Rule you can apply to COCKROACHES. You see one, there are 20 more you dont see. Please acknowledge this Complaint. Thank you for your kind consideration in this matter. Best Regards, ***** * and ****** ********

Desired Settlement: No more bills, no more threats of credit reporting, apologies from personnel in writing. No more Phone calls and No more bills. Assurances from the Better Business Bureau that Action will be taken against this company. In your communications please advise Comenity that the complaint has been filed in several other State and Federal locations including the FTC.

Business Response:

Dear Ms. *********

We received your complaint, addressed to the Better Business Bureau, regarding the account
referenced above. Comenity Bank issues your Jessica London@ credit card account, and we
are here to assist you with all account-related questions. I appreciate the opportunity to
respond to your concerns.

We understand from your complaint that you have been called and sent a bill from Comenity
Bank. You state you provided us with information that the account was paid and the item was
returned. You further state you were contacted about a bill due by another resident in your
mobile home park, and that you were being billed for another person's purchases. You have
been charged late fees. You state you called and asked what the bill was for, but did not
receive any results. You further state that you have been enrolled in the payment help center.

You would like no more bills, the credit reporting updated, and no more phone calls.
Please note that Jessica London and Comenity Bank are two separate entities. The Bank
issues and is responsible for addressing questions related to the Jessica London@ credit card
account. Jessica London is responsible for handling matters related to sales, merchandise
processing, returns and shipping.

When merchandise is ordered from Jessica London, the account is charged for the cost of the
merchandise, sales tax (if applicable), and shipping and handling. Jessica London does not
refund shipping and handling charges. In addition, if the provided return label is used to return
the package, the return label fee is also charged to the account.

We have reviewed the account and we are happy to share our findings

Please keep in mind when payments are not received, are received after the due date, or are
made for less than the minimum required, the account will be assessed a late fee and finance
charge, as explained in the Credit Card Agreement.

Please note that there is no record of charges being added to your Jessica London@ credit card,
that are not your own, or where we attempted to contact you in regards to another person's bill.

WHAT IS THE PAYMENT HELP CENTER?

A Website that increases payment options for delinquent customers, as well as provides
greater customer satisfaction. Customers will be able to make payments on delinquent
accounts utilizing this website.

There is no fee to make a payment online through the Payment Help Center.

The Bank has reviewed the applicable phone conversations. We apologize if you felt that you
did not receive the best customer service. It is never the Bank's intention to treat our customers
in a less-than-satisfactory manner. Comenity Bank is committed to providing the best customer
service and is disappointed when a customer feels that this standard was not met.

Although we find the balance to be valid, in the interest of customer service. Comenity Bank is
not holding you responsible for the remaining balance of $199.80. Due to this account being
reported as a write off Comenity Bank sent a request to the national credit-reporting agencies
to delete the account from your credit report in its entirety. Please allow up to 45 days for this
information to be updated in their records.

Please be assured that we have updated our records and you should not receive any further
telephone calls at the telephone numbers ending in 9184 and 0821 from Comenity Bank.
regarding your Jessica London@ account.

We hope you find this information helpful. If you have any questions, or need additional
assistance, please do not hesitate to contact me directly at ###-###-####. ext. *******
(TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,

Amanda R**
******** ********* **********

8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Lane Bryant had a free trial of "My CArd Extras." I cancelled it before the 30 day free trial was up. The rep who took my cancellation was **** at ###-###-####. When I got my statement, there was a $9.95 charge on 5-25-15. I called and said I cancelled this and did not owe the $9.95. They said ok-they would remove it. They did not. I got my next stmt and they charged me $9.95 and $1.00 late fee for not paying the previous $9.95. I called again and they said they would take care of it. Today, I got a stmt with a $14.95 and $1.00 late for a total owed of $36.85. I owe zero. They keep charging late fees on late fees that are not valid.

Desired Settlement: TAke the $36.85 off. I do not owe it. And notify the credit bureaus that I am not past due for 3 months.

Business Response:

Dear Ms. ******:

We received your recent complaint regarding the Lane Bryant Retail credit card account.
Comenity Bank issues the above-noted credit card, and we are here to help with your accountrelated
questions and concerns. Your complaint, addressed to the Better Business Bureau, was
forwarded to my attention and I appreciate the opportunity to assist you.

I understand from your complaint, you enrolled in a free trial for "My Card Extras Plus". You
state, you called and cancelled the program before the thirty day free-trial was up. You noticed
on your monthly billing statement that you had been charged $9.95 for the My Card Extra Plus
program. You called and were told credit would be issued for the $9.95, and a $1.00 late fee.
To date additional fees have been bitted to your Lane Bryant Retail credit card, resulting in a
balance of $36.85 and no credits have been issued.

You are requesting Comenity Bank credit all fees assessed as a result of the My Card Extra
Plus charge, and to send notification to the credit reporting agencies advising your account is
current.

The Bank has reviewed the issues in your complaint; however, we are unable to locate the
telephone conversation listed in your complaint. We apologize for any frustration or
inconvenience you have experienced as a result of this matter.

Please be assured, the My Card Extra Plus credit card program was cancelled on August 24,
2015. Credit totaling $36.85, has posted to your Lane Bryant Retail credit card account, which
will reflect on your next billing statement.

Please be advised, we have updated the payment history and notification has been sent to the
credit reporting agencies advising of this update, please allow them 45 days to update their files.
I hope you find this information to be helpful. Should you have additional questions or concerns
about this issue, please contact me at ###-###-####, ext. ******* (TDD/TTY ###-###-####).

I would be happy to assist you.

Sincerely,

Geanine M*****
******** ********* **********

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

Regards, **** ******

8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have 2 accounts with Comenity Bank that are showing as negative accounts on my credit report. Both say they have a $0 balance on the credit report and I have also called to verify that to be true, which it is. I have payment dates and the date the negative account was filed and they had filed it after I made a payment covering the complete balance of the account. This has caused me to be unable to get approved for a much needed loan with my bank when I have made these payments and they have no reason to be showing up under negative accounts on my credit report.

Desired Settlement: I would like to see both accounts removed from my negative account history on my credit report as soon as possible. These allegations are unfair and untrue.

Business Response:

Dear ******* ******:

We received your complaint regarding the above-noted accounts. Cornenity Bank issues Victoria's
SecretPINK and maurices credit card accounts, and we are here to help answer account-reled
questions. Your complaint was forwarded to my attention, and I appreciate the opportunity to assist you.

We understand from your complaint that you have two credit card accounts with Comenity Bank that were
reported delinquent to the credit bureaus. You state that the accounts were not reported delinquent until
after you paid the accounts in full, which is untrue and unfair. You are frying to get a home loan, your
financia4 institution will not approve your loan based on these negative entries, and you are requesting the
Bank to remove them from your credit history.

Bank records indicate that after missing the September 201 4, October 2014, February 2Q15, and March
201 5 payment due dates on your maurices account, the account was reported 30-days delinquent to the
credit bureaus in October 201 4 and March 201 5. As the account had more than two delinquent payments
in the last 12-24 months, we are unwilling to remove the delinquencies from your credit file. Enclosed are
copies of the maurices statements for your records.

After reviewing the Victoria's SecretPlNK account. we found one 30-day delinquency repoited due to a
missed payment. As a courtesy, please be assured that we have sent notification to the national credit
reporting agencies with instructions to delete the 30-day delinquency. Please allow them 45 days to
update their records. Enclosed are copies of the Victoria's Secret statements for your records.

Please understand that payments not received, received after the payment due date(s), or received for
less than the full minimum payment will cause the account to be assessed a late fee and present a past
due status. If the account continues to reflect a past due status for two consecutive billing periods, the
account is reported as delinquent to the credit bureaus.

We apologize for any confusion or inconvenience you have been caused, and we hope this information is
helpful. Should you have further questions or concerns, please do not hesitate to contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I will be happy to assist you.

Sincerely,
Shawnda Y****

******** ********* **********

8/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Comenity Bank calls my home dozens of time about a credit card account that I have no knowledge of. I have asked them to stop calling but they keep calling. I do not have an account with the department store they name and I do not owe any money to any credit card except for current monthly charge, always paid in full every month.

Desired Settlement: Stop calling ###-###-#### or I will contact ****** *** ******* (attorney), for legal remedy.

Business Response:

Dear Mr. ********:

Thank you for contacting Comenity Bank. We issue multiple retail credit card accounts, and we
are here to help with your questions. The Better Business Bureau forwarded your complaint to
my attention, and I appreciate the opportunity to respond to your concerns.

Please accept our deepest apology for any frustration that you may have experienced regarding
the telephone calls that you have received from Comenity Bank.

After reviewing our database, we are able to confirm that the telephone calls being made were
attempts to contact a customer regarding a personal business matter. Please be assured that
we have updated our records and you should not receive any further telephone calls at the
telephone number ending in **** from Comenity Bank.

We hope you find this information helpful. If you have any additional questions or concerns
please contact me directly at ###-###-####, ext. ******* (TDD/TTY ###-###-####). I will
be happy to assist you.

Sincerely,
Amanda R**
******** ********* **********

8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened up an Ashley Stewart account last year. I was making my payments. I was out of work due to back issues. From the time last year Decemeber I was waiting for my disability to kick in. Anyway I haven't received anything from disability that I could pay credit card bill to Ashley Stewart. Its to the point that Comenity call every 15 to 20 minutes everyday even on Sunday. I'm not trying ditch Comenity. If I'm telling you I don't have the money you want to rob the bank. I told them issue and Im sick and tired telling different people the same thing over, over, over, again. I'm sick and tired of them keep calling every 15 to 20 minutes. I just need them to stop calling. I told as soon as I could get the money I could pay them. There's nothing I can do right now to pay my AshleyStewart account. I just need them to stop calling constantly back to back. I understand they are doing there job, but the end of the day they are pathetic calling like this. Thank You ****** ****************

Desired Settlement: Consumer did not specify resolution, but appears to be requesting no further contact from the business. 

Business Response:

 

Dear ****** ******* *****************

 

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Bank issues Ashley Stewart® credit card accounts, and we respond to all account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns.

 

We understand from your complaint that you opened the above-referenced account last year, and you were making payments on your account until you were unable to work.  You are receiving collection calls from the Bank and you are requesting  the calls to stop.  We sincerely apologize for any inconvenience or frustration that this matter may have caused. 

 

Our records indicate that the above-referenced account was opened on September 10, 2014, in the name of ****** *****************  The last purchase made on the account was for $100.92 on October 7, 2014.  The last payment made on the account was for $35.00 and posted to the account on December 30, 2014.  On August 2, 2015, due to non-receipt of payment, the account was permanently closed and written off as an unpaid debt with a balance of $533.33.  

 

Please be assured Comenity Bank has updated the Ashley Stewart® account to ensure that you do not receive telephone calls at the telephone numbers ending in **** and 0606.  However, the Bank may contact you by mail or service of court filing which would be in compliance with state and federal law.

 

If you have any questions regarding the account, or if you would like to discuss payment arrangements, please contact our Recovery team at ###-###-#### (TDD/TTY ###-###-####).   

 

We hope you find this information to be helpful.  Should you have any further questions, please contact our Recovery team at the phone number listed above.  They will be glad to assist you.

 

Sincerely,

 

 

Laura R******

******** ******** **********

8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: my problem is when i opened my account with them i took out insurance on it so if somethings happened my payments would be covered.. well lost income in march 2015 , called them and told them i had account coverage and would like to use it.... i was told there was nothing they could do about it . even though i had coverage shortly after they canceled my coverage. and now they call about 15 times a week so i finally got tired of it and blocked their number so they changed numbers and blocked that one too.

Desired Settlement: i would like for them to honor their insurance on the account. assurance was the insurance

Business Response:

Dear ****** ** *****: 

We received your complaint, addressed to the Better Business Bureau, regarding the above-referenced account.  Comenity Capital Bank issues TigerDirect credit card accounts, and we are here to assist with your account-related questions.  Your complaint was forwarded to my attention, and I appreciate the opportunity to respond to your concerns. 

We understand from your complaint that after opening the above-referenced account, you purchased insurance on the account, and that if something happens that you could not make your payments then the insurance could provide coverage.  You also indicate in March 2015 you lost your income.  At that time you placed a call requesting to use the insurance coverage, and you state you were told that there was nothing that could be done regarding this matter.  You are requesting that the insurance coverage is honored.  I am happy to share my findings with you. 

I attempted to find the call in question regarding the conversation regarding the insurance, unfortunately there were no calls in our system regarding this conversation. 

After a thorough review of the account, our records indicate that the above-referenced account was enrolled in Account Assure on September 21, 2014, and was cancelled on June 22, 2015. 

We reached out to ***, the program administrator of Account Assure regarding this matter and we were assured that you were covered for this period of time.  Additionally, we were assured that they have not received any calls regarding this matter.  Please contact *** at ###-###-#### directly to determine if you are eligible for a benefit. 

We hope you find this information helpful, and we sincerely apologize for any confusion or inconvenience this matter has caused you.  If you have any further questions regarding your account, please contact *** at the telephone number provided.  They will be happy to assist you. 

Sincerely, 

Renee S****

******** ********* **********

8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made the mistake of accepting an offer of a Brylane Home credit card, financed and administered by Comenity Bank. After ordering and receiving 3 sets of curtains. Upon receipt of the first bill, I returned 2 sets and paid $25 (the amount I estimated as the likely balance after credit for the returns and $5 more that the minimum payment due0. I received an email from Brylane confirming receipt of the returns and that I had a credit balance of just over $2 that I should use within 6 months. About the same time I received a bill reflecting my $25 payment, but not credit for the returns. I disregarded the bill. I next received a second bill still with no credit for the return and with a late fee and interest charge levied. My phone call to the service center resulted in a advising that it was not unusual for adjustments to take 2 months. Upon receipt of a third bill with an additional late fee and interest added to the already incorrect amount, I sent a certified letter to Comenity and filed a complaint with the ******* ** BBB. I received a letter stating that it is not legal for Comenity to bill or report to credit reporting agencies disputed amounts. Finally, I have received a bill showing a "provisional credit" for the amounts of the two returns, but with late charge and interest assessed.

Desired Settlement: The provisions that I stated in my letter to Comenity. 1. Closure of any and all accounts I may hold that are owned or administered by Comenity Bank. 2. Adjustment of my account balance to 0. 3. Correction of any credit reports to agencies showing any balance owing or late payments. 4. Written verification that all three actions have been taken. The letter I received citing what is illegal does nothing to reflect any correction of amounts and records already existing.

Business Response:

Dear Ms. ******

We received your complaint, addressed to the Better Business Bureau, regarding the accounts
referenced above. Cornenity Bank issues the above-referenced credit card accounts, and we
are here to assist you with all account-related questions. I appreciate the opportunity to
respond to your concerns.

We understand from your complaint that you opened a BrylaneHomeQ credit card account and
placed an order to receive three sets of curtains. Upon receipt of your first bill, you returned two
sets of curtains and paid $25.00. You received an email that confirmed your returns, and the
email also advised you that you had a credit balance of over $2.00. You then received your bill
reflecting your $25.00 payment, but no credit for the returns, so you disregarded the bill. You
then received a second bill with no credits, but it indicated a late fee and interest charge. You
disputed this, and received a provisional credit. You would like all accounts that you have with
Comenity Bank closed, your BrylaneHomeQ credit card balance adjusted to zero, and
corrections made regarding any negative credit reporting.

Please note that Cornenity Bank and BrylaneHorne are two separate entities. The Bank is
responsible for addressing questions related to your credit card account. BlylaneHome is
responsible for handling matters related to sales, merchandise processing, returns and
shipping.

When merchandise is ordered from BrylaneHome, the account is charged for the cost of the
merchandise, sales tax (if applicable), and shipping and handling. BrylaneHome does not
refund shipping and handling charges when merchandise is returned. In addition, if the
provided return label is used to return the package, the return label fee is also charged to the
account.

Bank records indicate, you have placed multiple orders with BrylaneHorne that you charged to
your BrylaneHomeD credit card account. Please keep in m~nd when payments are not
received, are received after the due date, or are made for less than the minimum required, the
account will be assessed a late fee and finance charge, as explained in the Credit Card
Agreement (CCA).

Our records indicate on July 6, 2015, we received your dispute, regarding the information in
your complaint. On August 2, 2015, we sent a response advising you of the BrylaneHome
return policy, and that you were issued merchandise credits. A copy of this response is
enclosed for your records.

We have spoken with BrylaneHome on your behalf, and they have issued credits totaling
$18.22, for a returned merchandise credit previously issued on April 22, 2015.

Although there were no bank errors found, in the interest of customer service, we have issued
credits to remove bank fees that were assessed to your account. As of the date of this letter,
the BrylaneHomeC3 account balance is $0.00.

Please be assured, notification has been sent to the national credit-reporting agencies with
instructions to delete the negative payment information from your credit bureau report regarding
the BrylaneWomen account. Please allow 45 days for the credl bureaus to update their
records.

Additionally, both of the above-referenced accounts have been closed per your request.
We sincerely apologize for the frustration and inconvenience this matter may have caused you.
Should you have any further questions or concerns, please do not hesitate to contact me at
###-###-####, ext. ******* (TDD/TTY ###-###-####). I would be happy to assist you.

Sincerelv,

Amanda R**
******** ********* **********

8/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a store credit card with Comenity Bank. I paid the balance early, but missed a $39.00 charge that wasn't on the receipt in 7/2013. When I became aware of the missing payment I worked with the bank and worked out a deal to pay the original fee of $39.00 and they would credit off the late fees, which they did. Then I began receiving late fees and late charges on late fees for several months after I closed the account! I tried to work with the bank, but each of their collection people was more obnoxious than the one before. I refused to pay late fees on an account that was closed and already taken care of. They said it was written off, and I don't use the card. In March 2015 I received a letter stating I was to pay $161.70 or the $323.40 balance (of late fees!) would be sent to the credit agencies. I have begun to receive phone calls and letters from Comenity Bank again. I have tried to resolve this situation, but Comenity is unreasonable and has racked up charges that I do not owe. But they continue to court me as a customer! They cannot have it both ways.

Desired Settlement: This is not a debt that I owe, the bank needs to write these bogus charges off and remove the complaint from my credit report.

Business Response:

Dear Mr. ******:

We have received your recent complaint regarding the account noted above. Comenity Bank
issues Lane Bryant Retail credit cards and we are here to help with your account-related
questions and concerns. Your inquiry, addressed to the Better Business Bureau, was forwarded
to my attention and I appreciate the opportunity to assist you.

I understand from your complaint, in July 2013, a payment of $39.00 was mistakenly missed,
due to the charge not being included on your Lane Bryant Retail store receipt. When you
became aware of the overdue payment, you contacted Comenity Bank. You state that we
agreed to work out a payment arrangement in which you would secure a payment to cover your
original purchase amount of $39.00, and the Bank would credit the late fees assessed from the
purchase. As agreed, the Bank removed the late fees in question; however, additional late fees
continued to be assessed after the closure of your account on April 28, 2014.

You state that you tried to work out a payment arrangement with the Bank; however, you were
unable to reach a conclusion with our collections representatives. In March 2015, you received
correspondence from Cornenity Bank offering you a 50 percent settlement of $161.70 or to pay
the balance in full of $323.40.

Lastly, you state this is not a debt that you owe to the Bank, and you are requesting the Bank to
write off the charges applied to your Lane Bryant Retail credit card account, and update the
credit-reporting agencies.

I understand your concerns regarding the reporting of the Lane Bryant Retail account, and I
apologize for any frustration or inconvenience you have experienced as a result of this matter.
We also apologize if you felt that you did not receive the best customer service. It is never the
Bank's intention to treat our customers in a less-than-satisfactory manner. Comenity Bank is
committed to providing the best customer service and is disappointed when a customer feels
that this standard was not met.

After reviewing the account, Bank records indicate, purchases totaling $273.08 posted to the
account on August 17, 2013.

A payment of $241.44 posted to the account on September 5, 2013, which left a remaining
balance of $31.64, which was paid and posted to the Lane Bryant Retail credit card account on
January 8, 2014.

The Bank apologizes; however, we were unable to locate and listen to the collection calls from
July 2013. However, in the interest of customer service, $291.76 has been credited to the
account, and the Lane Bryant credit card account now reflects a zero balance.

Because the account was reported as a write-off, in order to correct your credit report,
notification has been sent to the credit-reporting agencies to remove the account, in its entirety,
from your credit report. Please allow 45 days for this information to be updated.

I hope you find this information to be helpful. Should you have additional questions or concerns
about this issue, please contact me at ###-###-#### (TDD/TTY ###-###-####).
I would be happy to assist you.

Geanine M*****

******** ********* **********

8/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I applied for orbitz credit card was denied.. I don't mind that I was denied but reason was you guys could not pull my credit report that's not true be